Refund policy

Last Updated: 30 August 2026

At Romiley Pets Pantry, we want our customers to feel confident when shopping with us. This Returns & Refund Policy explains how we handle returns, exchanges, damaged or faulty products, and refunds.

Nothing in this policy limits or excludes any rights you may have under applicable UK consumer law.

1. Our 30-Day Return Policy

In addition to any statutory rights available to you, we offer a 30-day return period for eligible products.

You may request a return within 30 days of receiving your order.

For a return made under our voluntary 30-day return policy, the product should generally:

  • Be unused and in a resaleable condition

  • Be returned with its original packaging where reasonably possible

  • Include any accessories, components, instructions, or other items originally supplied with it

  • Be accompanied by proof of purchase or sufficient information for us to identify your order

Products that are damaged, excessively used, incomplete, contaminated, or otherwise no longer suitable for resale may not qualify for a refund under our voluntary returns policy.

These conditions do not limit your legal rights where a product is faulty, damaged, incorrectly supplied, or not as described.

2. Online Cancellation Rights

If you purchase eligible goods from us online or through another form of distance selling, you may have a statutory right to change your mind under UK consumer law.

For most eligible goods, you normally have 14 days after receiving your order to inform us that you wish to cancel. You will then normally have a further 14 days to return the goods.

During the statutory cancellation period, you may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics, and functioning, in a similar way to how you might inspect it in a physical shop.

Where permitted by law, we may reduce a refund if the value of a product has been diminished because it has been handled beyond what was reasonably necessary.

Our voluntary 30-day return policy is intended to provide additional flexibility and does not replace your statutory cancellation rights.

3. Products That Cannot Normally Be Returned

Certain products may be excluded from our voluntary change-of-mind returns policy or may be excluded from statutory cancellation rights where permitted by law.

Depending on the circumstances, these may include:

  • Personalised, customised, or made-to-order products

  • Goods that deteriorate or expire rapidly

  • Sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken

  • Gift cards or vouchers, where applicable and legally permitted

  • Products specifically identified as non-returnable where such a restriction is permitted by law

For pet food, treats, healthcare, hygiene, grooming, or similar products, additional return restrictions may apply where the product has been opened, used, or cannot safely be resold.

A product being discounted, reduced, or sold as a clearance item does not remove any statutory rights you may have if the product is faulty, not as described, or otherwise fails to meet applicable legal requirements.

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

4. How to Request a Return

Before returning a product, please contact Romiley Pets Pantry so that we can confirm the appropriate return procedure.

Please provide:

  • Your name

  • Your order number or proof of purchase

  • The product you wish to return

  • The reason for your return

  • Photographs where relevant, particularly for damaged or incorrect products

You can contact us at:

Email: contact@RomileyPetsPantry.co.uk
Telephone: +44 161 373 8160

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

Please do not send products to us without sufficient information to identify the order and customer.

5. Return Shipping Costs

For voluntary change-of-mind returns, you will normally be responsible for the cost of returning the product unless we agree otherwise or applicable law requires us to cover the cost.

We recommend using a suitable tracked or otherwise traceable delivery service when returning products by post or courier.

You are responsible for taking reasonable care when packaging returned goods.

Where a product is faulty, damaged on arrival, incorrectly supplied, or not as described, we will handle reasonable return arrangements or costs as required by applicable UK consumer law.

6. Damaged, Faulty, or Incorrect Products

Please contact us as soon as reasonably possible if you receive a product that:

  • Arrives damaged

  • Is defective or faulty

  • Is materially different from its description

  • Is not the product you ordered

  • Is missing important components

Please provide your order details and, where useful, photographs showing the problem.

We will assess the issue and provide an appropriate remedy in accordance with your legal rights. Depending on the circumstances, this may include:

  • A full or partial refund

  • A replacement

  • A repair, where appropriate

  • Another remedy available under applicable consumer law

Your rights in relation to faulty goods are separate from our voluntary change-of-mind return policy.

7. Refunds

When we receive a returned product, we may inspect it before confirming your refund.

Once a refund has been approved:

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

  • We will process it within the period required by applicable law

  • Your bank, card issuer, or payment provider may require additional time before the funds appear in your account

Where an online order is cancelled under your statutory cancellation rights, any refund of the original delivery charge will be handled in accordance with UK consumer law.

Where required, this generally means refunding the cost of the least expensive standard delivery method offered for the order. Additional costs paid for premium, express, or other upgraded delivery options may not be refundable beyond the standard delivery amount.

8. Exchanges

If you would prefer an exchange rather than a refund, please contact us before returning the product.

Exchanges are subject to product availability.

If the replacement product is unavailable, we may offer a refund or another suitable solution where appropriate.

9. Late or Missing Refunds

After receiving confirmation that a refund has been processed, please allow your bank or payment provider sufficient time to credit the funds to your account.

If your refund does not appear after the expected processing period:

  • Check your bank or payment account again

  • Contact your card issuer, bank, or payment provider

  • Confirm whether the transaction is still being processed

If you have completed these steps and still cannot locate your refund, please contact us at:

contact@RomileyPetsPantry.co.uk

We will review the transaction and assist where possible.

10. In-Store Purchases

For products purchased directly from our physical store, there is generally no automatic legal right to return an item simply because you have changed your mind.

However, eligible items may still be accepted under our voluntary returns policy, subject to the conditions set out above.

Your statutory rights remain unaffected if an item purchased in-store is faulty, not as described, or does not meet the standards required by UK consumer law.

11. Your Statutory Rights

This Returns & Refund Policy is intended to operate alongside, and not replace or restrict, your statutory consumer rights.

Under applicable UK consumer protection law, goods must meet certain legal standards, including being of satisfactory quality, fit for their intended purpose where applicable, and as described.

Different remedies and time limits may apply depending on the nature of the problem and how long you have owned the product.

Nothing in this policy is intended to exclude, restrict, or reduce any legal right or remedy that cannot lawfully be excluded.

12. Contact Us

If you have any questions about a return, refund, exchange, damaged product, or this policy, please contact us:

Romiley Pets Pantry
Owner: Jessica Ana
146 Stockport Rd
Romiley
Stockport SK6 3AN
United Kingdom

Telephone: +44 161 373 8160
Email: contact@RomileyPetsPantry.co.uk
Website: RomileyPetsPantry.co.uk

Opening Hours

Monday to Saturday: 09:00 AM – 05:00 PM
Sunday: 10:30 AM – 02:30 PM