Refund and Returns Policy
If for any reason you are not satisfied with your order, please contact us. At Daily Pets, we do everything we can to ensure our customers are completely happy with the product they have purchased.
Here are some frequently asked questions about our return policy:
How much time do I have to make a return?
You can return a product within 30 days of receipt.
What are the return conditions?
Products can be returned if they are unused and in their original packaging. Personalised products, such as custom-made items, cannot be returned.
How long does it take to receive a refund?
A full refund will be issued via the original payment method as soon as we have received the products, inspected them, and confirmed that they have not been opened. All customers must contact us after shipping the parcel and provide us with the tracking information so we can process the refund.
Most financial institutions take an average of 3 to 5 business days to process the refund.
Do I have to pay the return shipping costs?
Yes, all customers are responsible for the return shipping costs. We recommend shipping the parcel with a tracking option, as we cannot be held liable for lost return shipments.
Can I return my product without contacting you?
You must contact us before initiating a return, as the return address may differ from the shipping address of the original order.
How can I contact you?
You can write to us at info@dailypets-shop.com. The Daily Pets team is available Monday to Saturday, and we aim to respond to all enquiries within 24 hours.
My product is damaged — what should I do?
For faster processing, please include a photo clearly showing the poor quality or damage of the item. The best photos are taken on a flat surface, with the logo and the defect clearly visible. This information is used to help you with your order and to prevent future issues.
If you have received a damaged or defective product, please contact us within 14 days of receipt.
Important Notice on Cancellations
Due to the rapid processing of bulk orders, it is not possible to cancel an order once it has been placed. We understand this can be frustrating, but our logistics processes do not allow cancellations after the order has been confirmed.
Note: If the customer refuses delivery or does not collect their order within the specified period (usually 5 to 7 days), we (the merchant) are not responsible for this delivery refusal and no refund can be issued.
General Return Terms
- Returns are accepted within 30 days of receipt of the product.
- The product must be unused, undamaged, and in its original packaging.
- Liquids, such as certain beauty products, must not be opened or used.
- Please include the original invoice or proof of purchase.
Returns
Are you not satisfied with your order, or did you choose the wrong size? No problem! You can return or exchange your order within 30 days of receipt.
Return in 4 Simple Steps
- Send an email to info@dailypets-shop.com to request a return form. Please read the conditions on the form carefully before sending the product back to our logistics centre.
- Fill in the return form.
- Send your order with the completed form to the address provided. Please note that you are responsible for the return shipping costs. Make sure the parcel has a tracking number.
- Once we have received the parcel, we will refund the purchase amount to your bank account within 5 days.
Exchange in 4 Simple Steps (sizing issue)
- Send an email to info@dailypets-shop.com with your order number and the desired new size. You will then receive an exchange form.
- Fill in the exchange form.
- Send your order with the completed form to the address provided. Make sure the parcel has a tracking number.
- Once the parcel has been received, we will send you the correct size free of charge.
Exchange in 4 Simple Steps (defective product)
- Send an email to info@dailypets-shop.com and attach photos or a short video of the defective product. Briefly describe the issue.
- Our team will review the product based on the images/videos.
- If the complaint is approved, our team will send you a replacement product free of charge.
- Our customer service will provide you with the tracking information of the replacement shipment so you can track the delivery.
If you have any questions, please contact us by email at info@dailypets-shop.com.
IMPORTANT NOTE: Before returning products to the return address, you must complete the return form and include it with the parcel. Please contact our customer service by email at info@dailypets-shop.com to receive the return form.
Contact Details
Company name: Daily Pets
Registration number: 874583
Address: 168 Riverdale Rd, London SE18 1PB, UK
Email: info@dailypets-shop.com
Phone: +44 7458 107414
Opening Hours
Monday to Friday: 09:00 – 19:00 Saturday: 10:00 – 17:00
Closed on Sundays and public holidays.