Returns and refunds

Last updated 5 November 2026

Changed your mind

For orders made online you may cancel within 7 days of collecting your goods, without giving a reason. The goods must be unopened, unused and in their original packaging, and you bring them back to the store at your own cost. We refund the price you paid to the card you used.

Items we cannot take back

Opened pet food, treats and bedding (for hygiene and animal-health reasons).
Opened pool chemicals, test kits and anything that has been used or mixed.
Perishable goods and items made or chosen to your specification.

Faulty or wrong goods

If something is faulty, unsafe or not what you ordered, bring it back within 6 months with your order number. You can choose a repair, a replacement or a full refund. We cover the cost of returning faulty goods.

If we cancel your order

If an item is out of stock or we cannot fulfil your order, we cancel it and refund you in full.

How refunds are paid

Refunds go back to the original card. Your bank can take 5 to 10 working days to show the money.