Returns Policy

At Natural Pet Shop, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.

30-Day Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be:

• Unused and in the same condition that you received it.
• In its original packaging with any tags attached.
• Accompanied by your receipt or proof of purchase.

To start a return, please contact us at help@naturalpet.shop before sending your item back.

Returns should be sent to:

Natural Pet Shop
30D, 15 Greenfield Way
Cherry Tree Shopping Centre
Liscard
CH44 5XX
United Kingdom

Once your return request has been approved, we'll provide instructions on how and where to send your item.

Return postage costs are the responsibility of the customer unless the item is faulty, damaged, or sent in error.

Items returned without first contacting us and receiving return instructions may not be accepted.

If you have any questions about a return, please contact us at help@naturalpet.shop.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your order is:

• Damaged during delivery
• Faulty
• Incorrect
• Missing items

Please contact us as soon as possible at help@naturalpet.shop, preferably with photographs where applicable, so we can assess the issue and arrange a replacement, exchange or refund as quickly as possible.

If we have sent you the wrong item or your order is faulty, we will cover the cost of the return and any replacement shipping where applicable.

Non-Returnable Items

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

• Opened or partially consumed pet treats
• Opened pet food
• Opened supplements
• Chews that have been used
• Perishable goods
• Custom-made or personalised products
• Gift cards
• Hazardous materials, flammable liquids or gases
• Sale or clearance items (unless faulty)

If you're unsure whether your item is eligible for return, please contact us before sending it back.

Exchanges

The quickest way to exchange an item is to return your original purchase once approved and place a new order for the item you require.

Return Postage

Unless your item is faulty, damaged or sent in error, customers are responsible for the cost of returning unwanted items.

We recommend using a tracked delivery service, as we cannot accept responsibility for returns lost in transit.

Delivery Charges

Original delivery charges are non-refundable unless your return is due to:

• A faulty item
• A damaged item
• An incorrect item supplied by us

Refunds

Once we've received and inspected your return, we'll notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at help@naturalpet.shop.

EU Customers – 14-Day Cooling-Off Rights

If your order is delivered to a country within the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without providing a justification.

Returned items must be:

• Unused
• In their original condition
• In their original packaging
• Accompanied by proof of purchase

This statutory right does not affect your other legal rights and does not apply to exempt items, including personalised products and certain sealed goods once opened where applicable under consumer law.