Refund & Returns Policy

Last Updated:  October 2026

At Primrose Pet Supplies, we want customers to shop with confidence.

30-Day Returns

We offer a 30-day voluntary return period from the date you receive your order, subject to the conditions below.

This policy does not affect your statutory rights under UK consumer law.

Eligibility

For voluntary change-of-mind returns, products should generally be:

  • Unused and in a resaleable condition

  • Complete with their original accessories

  • Returned with original packaging where reasonably possible

  • Accompanied by proof of purchase

How to Request a Return

Contact help@primrosepet.co.uk with your order number and the reason for your return.

We will provide return instructions and the applicable return address.

Please do not send products back before receiving the appropriate instructions.

UK Statutory Cancellation Rights

For most eligible online purchases, consumers have a legal right to cancel within 14 days after receiving the goods, followed by a further 14 days to return them.

Certain products may be exempt from cancellation rights, including qualifying personalised items and sealed goods that cannot be returned for health or hygiene reasons once unsealed.

We will respect all applicable statutory cancellation rights.

Return Shipping Costs

For voluntary change-of-mind returns, customers are generally responsible for return postage where this has been communicated before purchase.

Where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract, we will provide the remedies required by applicable consumer law, including appropriate return arrangements.

Damaged, Faulty or Incorrect Items

Please contact us as soon as possible if you receive an incorrect, damaged or faulty product.

Include your order number, a description of the problem and photographs where available.

Photographs can help us investigate but do not replace your statutory rights.

Refunds

Once a return has been received and assessed, we will confirm the refund outcome.

For eligible statutory cancellations, refunds will be issued within the period required by law, normally no later than 14 days after we receive the returned goods or acceptable evidence that they have been sent back.

Approved refunds will normally be issued to the original payment method.

Exchanges

If you would like a different product, please contact us to discuss availability and the appropriate return or replacement process.

Contact Us

Primrose Pet Supplies

25–29 Beancroft Rd, Castleford WF10 5BW, United Kingdom

Email: help@primrosepet.co.uk

Phone: +44 79 3520 9266

Website: https://primrosepet.co.uk