Refund policy

Last updated: 29 October 2026

We want you and your pet to love your Pet Spa order. This policy explains how returns and refunds work. It does not affect your statutory rights under UK consumer law.

Changed your mind? 14-day returns

You can cancel your order for any reason within 14 days of the day you receive it. To do this, email us at ilaydapetspa@gmail.com with your order number before the 14 days end. You then have a further 14 days to send the items back to us.

  • Items must be unopened and unused, with the seal or cap intact and in their original packaging. For health protection and hygiene reasons, we cannot accept the return of pet perfumes, sprays or balms that have been opened or used after delivery, unless they are faulty.
  • You pay the cost of returning items when you have changed your mind. We recommend a tracked service, as we cannot refund items that do not reach us.
  • If you return part of an order that used a set discount (buy 2 save 15%, buy 3 save 30%), we will refund the discounted price you actually paid for the returned items.

Faulty, damaged or wrong items

If an item arrives damaged, leaking, faulty or is not what you ordered, please email us at ilaydapetspa@gmail.com with your order number and a photo of the problem. Under the Consumer Rights Act 2015 you can reject faulty goods within 30 days of delivery for a full refund, and after that you may be entitled to a repair, replacement or refund. In these cases we cover the return postage, or we may not need the item back at all.

How to return an item

  1. Email ilaydapetspa@gmail.com with your order number and the items you want to return.
  2. We will reply with the return instructions and address.
  3. Pack the items securely and keep your proof of postage.

Please email ilaydapetspa@gmail.com before sending anything back, so we can match the parcel to your order. Send returns to:
Pet Spa Returns
808 Ecclesall Road
Sheffield
S11 8TD
United Kingdom

Refunds

We will refund you within 14 days of receiving the returned items (or of you giving us proof that you have sent them back, if that is earlier). Refunds go back to your original payment method. If you cancel a whole order, we also refund the original delivery charge (our UK delivery is free). If a returned item has been used or handled more than needed to inspect it, we may reduce the refund to reflect that.

Cancelling before dispatch

If your order has not been dispatched yet, email us as soon as possible and we will cancel it and refund you in full.

Contact

Questions about a return? Email ilaydapetspa@gmail.com.