Refunds and Returns Policy
Last updated: May 2025
This policy applies to purchases from Perfect Pet Food, a trading name of Perfect Pet Foods Limited (company number 12641031).
1. Your right to cancel
If you are a consumer buying online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. This is your legal right under the Consumer Contracts Regulations 2013.
To cancel, contact us clearly stating your wish to cancel (email is fine). You then have a further 14 days to return the items to us.
Items that cannot be cancelled once delivered:
- Perishable goods (fresh or chilled pet food).
- Sealed goods that have been opened and cannot be returned for hygiene or health reasons.
- Goods made to your specification or clearly personalised.
2. How to return items
- Pack the items securely in their original packaging if possible.
- Include your order number or proof of purchase.
- Send to: [return address to be confirmed].
- You are responsible for the cost of returning goods unless they are faulty or we sent the wrong item.
3. Condition of returned items
Items must be returned unused, unopened (where applicable), in their original condition, and with all packaging intact. We reserve the right to reduce your refund if goods show signs of use or handling beyond what is necessary to inspect them.
4. Refunds
Once we receive and inspect your return, we will process your refund within 14 days. Refunds are made to the original payment method.
Delivery charges are refunded only if you cancel the entire order within the cancellation period. If you return only part of your order, the original delivery charge will not be refunded.
5. Faulty, damaged or incorrect items
If your order arrives damaged, faulty, or you receive the wrong product, please contact us within 30 days. We will arrange a replacement or full refund, including any return postage costs you incur.
Please provide photos of the damage or fault where possible — this helps us resolve the issue quickly.
6. Exchanges
We do not offer direct exchanges. If you would like a different item, please return the original for a refund and place a new order.
7. Late or missing refunds
If you have not received a refund within a reasonable time, first check with your bank or card provider as processing times vary. If the issue persists, contact us and we will investigate.
8. Contact us
Perfect Pet Foods Limited Company number: 12641031 Email: rick@perfectpetfoods.co.uk