Returns & Refunds Policy

At Small Pet Select, your pets' happiness is our priority! We stand behind the quality of our products and want you and your furry friends to be completely satisfied with every order.

Our 100% Satisfaction Guarantee – Picky Pet Promise

We understand that every pet is different, and sometimes even the pickiest little noses need something else!

If your pet doesn't enjoy a product you've purchased, please get in touch with our customer service team.

Under our Picky Pet Promise, we may offer:

• A replacement of the same product.

• An alternative product of equivalent value.

• Store credit towards a future purchase.

We may ask for photographs or additional information to help us understand the issue and maintain our quality standards.

Our Picky Pet Promise applies to requests made within 30 days of delivery. We reserve the right to review and limit discretionary replacements or store credits where appropriate.

Damaged, Incorrect or Missing Items

If your order arrives damaged, contains incorrect items or is missing something, please contact us as soon as possible.

Where possible, include your order number, a brief description of the issue and any relevant photographs.

We'll investigate and work to resolve the issue as quickly as possible.

We kindly ask that any delivery or product concerns are reported within 30 days wherever possible. This does not affect your statutory consumer rights.

Returns & Order Cancellations

Under UK consumer law, customers purchasing online generally have the right to cancel eligible orders within 14 days of receiving their goods, without providing a reason.

Once you notify us of your cancellation, you have a further 14 days to return the eligible items.

Items should be returned in suitable packaging. We may make a deduction from the refund where goods have been handled beyond what is reasonably necessary to inspect them, as permitted by law.

Customers are responsible for return postage costs for change-of-mind returns, unless we agree otherwise or the law requires us to cover them.

Certain products may be exempt from cancellation rights, including goods liable to deteriorate or expire rapidly and qualifying sealed products that cannot be returned for health or hygiene reasons once unsealed.

Please contact us before returning any products so we can provide the appropriate return instructions.

Refunds

Where a refund is due, it will be issued to your original payment method unless you expressly agree otherwise.

For eligible cancellations, refunds will include the applicable standard outbound delivery charge, where required by law.

Refunds will be processed within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier, subject to applicable legal requirements.

Your bank or payment provider may take additional time to make the funds available.

Faulty Products & Your Consumer Rights

If a product is faulty, damaged or not as described, you may be entitled to a refund, replacement or another remedy under the Consumer Rights Act 2015.

These rights are separate from our Picky Pet Promise and may apply beyond 30 days.

Where goods do not meet the legal requirements, we will provide the appropriate remedy and cover reasonable return costs where required by law.

Nothing in this policy affects your statutory consumer rights.

Returns Outside Our Standard Period

In exceptional circumstances, we may consider discretionary return requests outside our standard return period.

Where a discretionary return is agreed and no statutory right to a free return applies, customers may be responsible for return shipping costs.

Please contact us before sending anything back, as unauthorised returns may not be accepted.

Contact Us

If you have any questions or concerns about your order, our friendly UK team is always happy to help.

Email: [email protected]
Telephone: 0203-923-4505
Website: https://smallpetselect.co.uk

Thank you for choosing Small Pet Select. We're here to help keep your furry friends happy!