Refund & Return Policy Online / In-Store / Click & Collect / Delivery

Effective Date: 14 July 2026

At Dorchester Pets, we want you to be completely satisfied with your purchase. If you’re not happy with your order, we’re here to help.

14-Day Returns

If you change your mind about your purchase, you may return eligible items within 14 days of receiving your order for a refund.

To qualify for a return, items must:

• Be returned within 14 days of delivery or collection.
• Be unused and in their original condition.
• Be in their original packaging where possible.
• Include proof of purchase (such as your order confirmation or receipt).

We reserve the right to reduce or refuse a refund if the item has been used, damaged, or returned in a condition that reduces its value.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

• Opened or partially used pet food.
• Opened treats or chews.
• Pet bakery products.
• Frozen or chilled pet food.
• Perishable goods.
• Personalised or custom-made products.
• Gift cards.
• Items sealed for hygiene reasons once the seal has been broken.

This does not affect your statutory rights if the item is faulty or not as described.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, or you receive the wrong product, please contact us as soon as possible, ideally within 48 hours of receiving your order.

We may ask for photographs of the item to help us resolve the issue quickly.

If the item is confirmed to be faulty, damaged, or incorrect, we will offer one of the following:

• A replacement.
• A repair (where appropriate).
• A full refund.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

Approved refunds will be processed to your original payment method within 5–10 working days, depending on your payment provider.

Original delivery charges are only refundable where required by UK law or if the return is due to our error.

Return Postage

If you are returning an item because you have changed your mind, you are responsible for the cost of returning the item unless otherwise agreed.

If the item is faulty, damaged, or incorrect, we will cover the reasonable cost of return postage or provide a prepaid return label where appropriate.

In-Store Returns

Items purchased online may be returned in-store within 14 days, provided they meet the conditions outlined in this policy and proof of purchase is provided.

Exchanges

We are happy to exchange eligible items, subject to stock availability.

Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Contact Us

If you have any questions about returns or refunds, please contact Dorchester Pets through the contact details provided on our website before returning your item.