Refund policy

Refund & Returns Policy

At Pandy & Pals, we want you to be happy with your order.

Cancellations and change-of-mind returns

If you buy from us online, you have the right to cancel your order within 14 days of receiving it. You then have a further 14 days to return the item to us.

To request a return, please contact us at:

Hollie@pandyandpals.co.uk

Please include your order number.

For change-of-mind returns, items must be unused, in a resaleable condition and, where applicable, in their original packaging.

For hygiene and safety reasons, opened pet treats, forage, food or edible enrichment products cannot be returned for change of mind unless they are faulty, damaged or incorrect.

Items that cannot be returned for change of mind

We cannot accept change-of-mind returns for:

  • opened pet treats
  • opened forage products
  • opened food or edible enrichment products
  • used enrichment toys or chew items
  • personalised items
  • items custom-made to a customer’s specific requirements

This does not apply if the item is faulty, damaged or incorrect.

Faulty, damaged or incorrect items

If your item is faulty, damaged on arrival or incorrect, please contact us as soon as possible at:

Hollie@pandyandpals.co.uk

Please include your order number, a description of the issue and photos where possible.

We will review the issue and offer a refund, replacement or other appropriate resolution.

Return address

Pandy & Pals
119 Manor Drive
Peterborough
PE4 7AR
United Kingdom

Return postage

For change-of-mind returns, the customer is responsible for return postage.

If an item is faulty, damaged on arrival or incorrect, we will cover reasonable return postage costs where a return is required, or provide a replacement or refund where appropriate.

Original delivery charges

For change-of-mind cancellations, we will refund the standard delivery charge originally paid.

If you selected a more expensive delivery option, such as express or upgraded delivery, we will only refund the cost of our standard delivery option.

If an item is faulty, damaged on arrival or incorrect, we will refund the appropriate delivery charges where a refund is due.

Refunds

Refunds will be made to the original payment method.

Refunds will be processed within 14 days of us receiving the returned item, or within 14 days of you providing proof that the item has been returned.

Statutory rights

This policy does not affect your statutory rights.