Last Updated: 20/10/2026

Refund and Returns Policy

1. About This Policy

This Refund and Returns Policy applies to purchases made from Planet of Pets Ltd through https://planetofpetsltd.com. Planet of Pets Ltd is the official company name and website name. References to “we,” “us,” or “our” mean Planet of Pets Ltd.

This policy explains how to cancel an order, request a return, and receive a refund. It should be read together with our Terms and Conditions and Shipping Policy.

2. Order Cancellation

You may cancel your order free of charge at any time before it is dispatched by emailing hello@planetofpetsltd.com. Please include your order number and cancellation request.

Once your order has been dispatched, it cannot be cancelled; you may instead request a return in accordance with this policy.

3. Return Eligibility

You may request a return within 14 days from the date of delivery. To be eligible, an item must be:

• Unused and in its original condition.
• In its original packaging, with all tags attached.
• Accompanied by proof of purchase.

You must obtain return authorization by emailing hello@planetofpetsltd.com before sending any item back. Please include your order number, the item you wish to return, and the reason for the return. Items sent back without prior authorization may not be accepted.

4. Non-Returnable Items

The following items are not eligible for return unless they are damaged, defective, or incorrect:

• Gift cards.
• Personalized or custom-made items.
• Sealed hygiene or personal care items once unsealed.

5. Damaged, Defective, Lost, or Incorrect Items

Please report a damaged, defective, or incorrect item within 48 hours of delivery by emailing hello@planetofpetsltd.com. Include your order number and, where applicable, clear photographs of the item and its packaging.

If a parcel is lost, contact us as soon as tracking shows a problem. Please provide your order number and relevant tracking information.

For a confirmed damaged, defective, lost, or incorrect item, we will offer a replacement or a full refund at no cost to you, including any return shipping that is required. We will provide instructions for the next steps.

6. Return Shipping

For change-of-mind returns, you are responsible for the return shipping cost. We recommend using a trackable shipping service and keeping proof of postage, as we cannot be responsible for a return parcel that does not reach us.

We pay return shipping for damaged, defective, or incorrect items. Contact us before sending the item so we can provide return instructions.

7. Refunds

After we receive and inspect an authorized return, we will notify you whether the return is approved. Approved refunds will be issued to the original payment method within 14 days of our receiving and inspecting the returned item.

Original shipping charges are refunded only when the return relates to a damaged, defective, or incorrect item. Any refund will be processed in US dollars ($). Your payment provider may take additional time to make the funds available.

8. Exchanges

We do not offer direct exchanges. If you would like a different item, return the original item in accordance with this policy and place a new order.

9. Shipping, Duties, and Delivery

Orders are processed within 1–3 business days. Estimated delivery is 5–10 business days after dispatch; delivery times are estimates and are not guaranteed.

All orders are shipped DDP (Delivered Duty Paid). Planet of Pets Ltd pays all import duties, taxes, customs, and brokerage fees; you will not be asked to pay these charges.

Risk of loss passes to you upon delivery. Further shipping information is available in our Shipping Policy.

10. Your Legal Rights

This policy does not limit any rights you may have under applicable consumer protection laws. Where such rights provide greater protection, those rights continue to apply.

11. Contact Us

For returns, cancellations, or questions about this policy, contact us at hello@planetofpetsltd.com. You may also write to us at:

Planet of Pets Ltd 23, Gainsborough Road London, E15 3AG UNITED KINGDOM

12. Governing Law

This policy is governed by the laws of the country or jurisdiction where Planet of Pets Ltd’s address is located, and the courts in that country or jurisdiction shall have jurisdiction.