Refund policy

Last Updated: 28 August 2026

At Romiley Pet Stop, we want customers to feel confident when purchasing from us. This Returns & Refund Policy explains the conditions under which products may be returned, exchanged, replaced, or refunded.

This policy applies to purchases made through romileypetstop.co.uk and is intended to operate alongside your rights under applicable UK consumer law.

1. Return Period

Customers may request a return within 30 days of receiving their order.

To start a return, please contact us within this period using the contact details provided below.

A return should not be sent back before contacting us and receiving the appropriate return instructions.

2. Conditions for Returns

To qualify for a standard return, the product should generally:

  • Be unused and in a condition suitable for resale

  • Be returned with its original packaging where reasonably possible

  • Include any accessories, components, manuals, or other items originally supplied with the product

  • Show no signs of damage caused after delivery

  • Be accompanied by sufficient information for us to identify the original purchase

We reserve the right to reduce or refuse a refund where a returned product has been used, damaged, altered, or handled beyond what would reasonably be necessary to inspect it, subject to your statutory rights.

3. Products That May Not Be Returnable

Certain products may be excluded from our standard returns policy where permitted by law.

These may include:

  • Products clearly identified as final-sale items

  • Gift cards

  • Personalised, customised, or specially made products

  • Products that cannot reasonably be resold for hygiene, health, or safety reasons once opened, where applicable

  • Other products that are legally exempt from cancellation or return rights

Any legal rights you may have in relation to faulty, damaged, misdescribed, or otherwise non-conforming goods remain unaffected.

If you are uncertain whether a particular product can be returned, please contact us before sending it back.

4. How to Request a Return

To request a return, please contact Romiley Pet Stop and provide:

  • Your order number or other proof of purchase

  • The name of the product you wish to return

  • The quantity being returned, where relevant

  • A brief explanation of the reason for the return

You can contact us at:

Email: contact@romileypetstop.co.uk
Phone: +44 161 430 2187

Once your request has been reviewed, we will provide the relevant return instructions.

Please do not send products to us without sufficient information to identify your order, as this may delay processing.

5. Return Shipping Costs

For standard returns where there is no fault with the product, the customer is generally responsible for the cost of returning the item unless we confirm otherwise.

If a product is:

  • Faulty

  • Damaged when received

  • Incorrectly supplied

  • Significantly different from its description

we will assess the circumstances and, where appropriate, arrange or reimburse reasonable return costs in accordance with applicable consumer rights.

We recommend using a tracked or otherwise secure delivery service when returning products.

Unless required otherwise by law, we cannot accept responsibility for return parcels that are lost or damaged before they reach us when customers arrange the return themselves.

Please retain proof of postage until your return has been completed.

6. Damaged, Faulty, or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

If you believe you have received a product that is damaged, defective, incorrect, or not as described, please contact us as soon as possible.

When contacting us, we may ask you to provide:

  • Your order number

  • A description of the problem

  • Photographs showing the condition of the product or packaging, where appropriate

  • Any other reasonable information needed to assess the issue

After reviewing the matter, we may offer an appropriate solution such as a replacement, repair, refund, or other remedy depending on the circumstances and your applicable legal rights.

7. Refunds

Once a returned product has been received, we will inspect it and assess whether it meets the applicable return conditions.

We will then inform you whether the refund has been approved.

Where a refund is approved:

  • The refund will normally be made using the original payment method

  • The amount refunded will depend on the circumstances of the return

  • Any deductions permitted by law may be applied where appropriate

  • Processing times may vary depending on your bank, card issuer, or payment provider

After we issue a refund, your financial institution may require additional time before the funds become visible in your account.

8. Delivery Charges

Whether original delivery charges are refundable will depend on the reason for the return and your applicable consumer rights.

Where UK consumer law requires standard delivery charges to be refunded, we will process the appropriate amount.

Additional delivery costs arising from a customer's choice of an enhanced or premium delivery option may not always be refundable where permitted by law.

9. Exchanges

If you would like to exchange a product, please contact us before returning it.

Exchanges are subject to product availability.

If the replacement item you request is unavailable, we may offer an alternative product or process a refund where appropriate.

Depending on the circumstances, it may be necessary to return the original product and place a separate order for the replacement item.

10. Late or Missing Refunds

If we have confirmed that your refund has been processed but you have not yet received it, we recommend that you:

  • Review your bank or card account again

  • Contact your bank, card issuer, or payment provider

  • Allow for their normal processing period

If the refund still does not appear after the payment provider's normal processing period, please contact us and we will review the matter.

11. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will try to stop the order before shipment, but we cannot guarantee that cancellation will be possible once the order has entered the fulfilment or dispatch process.

Where an order has already been dispatched, you may need to follow the applicable returns procedure.

For eligible online purchases, additional cancellation rights may apply under UK consumer law.

12. Your Statutory Rights

Nothing in this Returns & Refund Policy is intended to exclude, restrict, or replace any rights or remedies available to you under applicable UK consumer protection legislation.

Your legal rights may differ depending on factors such as whether the purchase was made online or in store and whether the goods are faulty, damaged, misdescribed, or otherwise not of satisfactory quality.

Where your statutory rights provide greater protection than this policy, your statutory rights will apply.

13. Contact Us

If you have any questions about a return, refund, exchange, damaged item, or cancelled order, please contact:

Romiley Pet Stop
Owner: Jessica Zamora
13 The Precinct
Romiley
Stockport SK6 4EA
United Kingdom

Phone: +44 161 430 2187
Email: contact@romileypetstop.co.uk
Website: romileypetstop.co.uk

Opening Hours

Monday to Saturday: 09:00 AM – 05:00 PM
Sunday: Closed