Returns Policy
Last updated: 3 September 2026
We want you and your pet to be happy with your purchase. If something isn’t right, we’re glad to help.
14-day returns
You can return most items within 14 days of delivery for a refund, provided they’re unused, unwashed, in their original packaging and in a resaleable condition. We’re unable to accept a return once an item shows signs of use.
Who pays for return postage
If you’ve simply changed your mind, you’re responsible for the cost of returning the item to us. If your item arrived faulty or damaged, we cover the return postage instead, see “Faulty or damaged items” below.
How to start a return
Email us at hello@pet-carrier.co.uk with your order number and the reason for your return. We’ll confirm the next steps and provide a returns address.
Refunds
Once we’ve received and checked your returned item, we’ll refund the item price to your original payment method. Original delivery charges aren’t refunded unless the item was faulty. This usually takes 5 to 10 working days to appear, depending on your bank.
Faulty or damaged items
If an item arrives faulty or damaged, please contact us as soon as possible with photos where you can. We’ll arrange a replacement or refund and cover the cost of returning it.
Your statutory rights
This policy is in addition to your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015.