Refund and Returns Policy

Whitley Bay Pet Supplies Last updated: 18 September 2026

This policy applies to all orders placed on our website, whether delivered or collected from our shop. It does not affect your statutory rights as a consumer under UK law. In this policy, “business days” means Monday to Saturday, excluding UK bank holidays.

Cancelling your order

Before dispatch or collection: You can cancel your order at any time before it has been dispatched (or, for collection orders, before you collect it). Contact us by email or phone and we will cancel your order and issue a full refund to your original payment method.

After dispatch: Once your order has been dispatched, we cannot stop the delivery. You can still return the item using the returns process below, under your legal right to cancel and our 30-day returns policy.

Your legal right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 days, starting the day after you receive the goods. To do this, let us know clearly by email or phone. You then have a further 14 days from the day you tell us to send the item back.

You may handle the item as you would in a shop to check its nature, characteristics and how it works. If it has been handled or used beyond this, we may reduce your refund to reflect any loss in value.

Our 30-day returns policy below gives you longer than this legal minimum.

30-day returns

Most items purchased from Whitley Bay Pet Supplies can be returned within 30 days of delivery (or of collection, for orders collected from our shop). The return period begins on the date your order is delivered or collected.

To receive a full refund, the item must:

• be unused and in its original condition;
• be returned in its original packaging, with the manual where applicable; and
• include all original tags, accessories and components, where applicable.

If an item is returned within your 14-day legal cancellation period but does not meet these conditions, we may reduce your refund to reflect any loss in value, as explained above.

Change-of-mind returns

If you change your mind about an item that is eligible for return, you can return it within 30 days of delivery or collection. For change-of-mind returns:

• you are responsible for the cost of return shipping;
• the item must meet the conditions listed under “30-day returns”;
• we recommend using a reliable, trackable shipping service; and
• please keep your return tracking number or proof of postage until we confirm that we have received your return.

Faulty, damaged or incorrect items

If an item is faulty, arrives damaged, or is not what you ordered, please contact us as soon as possible. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you are entitled to a repair, replacement or refund, and within 30 days of delivery you have the right to reject faulty goods for a full refund.

In these cases, we will cover the cost of returning the item, and it will not be treated as a change-of-mind return.

Items that cannot be returned

For health protection and hygiene reasons, we cannot accept returns of pet hygiene products (for example, pet shampoos, grooming and dental care products, and puppy training pads) if their seal or protective packaging has been opened after delivery. Hygiene products that are still sealed and unopened can be returned under this policy.

This exclusion does not apply to items that are faulty, damaged or incorrect.

How to start a return

Please contact us before sending any item back, by email at support@witleybaypet.shop or by phone on +44 191 251 3653. Include your order number, the item you wish to return and the reason. We will confirm whether the item is eligible for return and send you the return instructions, including the return address.

Please do not send a return to any address other than the one provided by our customer service team. Returns sent without contacting us first may take longer to process.

Return inspection

Once we receive your return, we will normally inspect it within 3–5 business days. We will check whether the item meets the requirements of this policy before approving a refund or exchange.

Refunds

If your return is approved, we will issue the refund to your original payment method on the same business day that the return passes inspection (Monday to Saturday). After we issue the refund, please allow a further 3–5 business days for your bank or card provider to process it and show it on your account.

• No restocking fee is deducted from approved refunds.
• Because delivery is free, there are no delivery charges to refund.
• In all cases, we will refund you within 14 days of receiving the returned item, or of you providing evidence that you have sent it back, whichever is earlier.

Contact us

• Email: support@witleybaypet.shop
• Phone: +44 191 251 3653 (during opening hours)
• Address: 43 Station Rd, Whitley Bay NE26 2QZ, United Kingdom