We understand that all pets have different requirements, so it can easily happen that you accidentally order an item that is the wrong size, doesn’t fit, or just isn’t suitable for your pet like you intended it to be. Alternatively, you may just have changed your mind and the product is no longer needed.

If you wish to return your item(s) for a refund, due to any of the reasons outlined above, or similar, please follow these simple returns steps below, reporting any returns to us within our strict 14-day return policy, which begins from the date you receive your order. You then have an additional 14 days to return your items to us, from the date we authorise your return. All UK return parcels are subject to a £1.50 admin fee which will be deducted from your refund. This price is a fixed administrative charge per order/return parcel, regardless of the number of items from your order that you are returning.   

Please note, returns can only be accepted, and authorised, by email and NOT by telephone. All items and product packaging MUST be in an unworn/unused/original condition for a refund to be provided. Our Customer Service team reserve the right to refuse return requests made outside ths stated timescales above. They also reserve the right to refuse refunds for items not received back in a suitable condition, resulting in any item(s) being returned to you rather than a refund being processed.

Step One – Report your return.

Please contact us by email, clearly stating the following information. Our email address for returns is enquiries@purelypetsupplies.com. Please reference your email with ‘Returns [Enter Your Order Number Here]’

• Your full name
• Your order number
• Item(s) to be returned
• Reason for return

NB: If you are returning items that you have purchased using our Direct Dispatch service, linking with chosen manufacturers to provide a range of their products that are dispatched to you directly from them, please view the tab “DIRECT DESPATCH RETURNS”.

Step Two – Return Authorisation

Once you have reported your return to us, a member of our Customer Service team will authorise your return or request any further information for your return within 2 working days. Upon authorisation, you will be provided with our return address and an allocated Returned Merchandise Authorisation code (RMA) for the items you wish to return.  This RMA allows our team to match your return up with your original order quickly and efficiently, and MUST be included within your return to prevent any delayed action and/or resolution on your refund/return.

Step Three – Prepare your item(s) for posting

You’re now ready to return your items to us. Simply package the item (s) up that you wish to return, ensuring they are suitably packaged to arrive safely with us.  Please ensure your allocated RMA number (provided by our team when your return is authorised) is clearly stated with your return.

Step Four – Return your item(s)

You’re now ready to post your item(s) back to us using your chosen parcel delivery service. Please ensure your item(s) is returned to the address provided to you by our Customer Service team when your return is authorised. You have an additional 14 days from the date of authorisation for your return to arrive back with us.

Step Five – Refund

Once your return has been received back, we will issue any relevant refunds within 2 working days from the date received. Any refunds issued will be returned to the same payment method used when paying for your order, either through PayPal or back to your Credit/Debit account.  Unfortunately we are unable to issue credits rather than refunds. Please note, all UK return parcels incur a fixed administrative fee of £1.50, which will be deducted from your refund.  Shipment costs are also non-refundable. 

Unfortunately, we are no longer able to accept exchanges due to our new Order Management system. If you require an alternative item to that originally purchased, please purchase your chosen item as a new order, and begin a return for the item you no longer require. Please refer to “RETURN FOR REFUND” tab for further information on returning your item for a refund. 

We apologise for any inconvenience this process may cause.

If you have purchased an item that has been dispatched directly from the manufacturer through our Direct Dispatch service, please note that our returns procedure does vary slightly from that of stocked items dispatched from our own warehouse. Unfortunately, as with warehouse returns, we are unable to offer exchanges on Direct Dispatch products, as these are only returnable for a product refund. 

As with warehouse returns, if you wish to return a Direct Dispatch item from any of our selected manufacturers, please follow these simple steps below.  We follow a strict 14-day return policy sitewide, including Direct Dispatch item, which begins from the date your order is received.  You then have an additional 14 days to return your items to us, from the date we authorise your return.

Please note, returns can only be accepted, and authorised, by email and NOT by telephone. All items and product packaging MUST be in an unworn/unused/original condition for a refund to be provided. Our Customer Service team reserve the right to refuse return requests made outside ths stated timescales above. They also reserve the right to refuse refunds for items not received back in a suitable condition, which may result in any item(s) being returned to you rather than a refund being processed.

Step One – Report your return.

Please contact us by email, clearly stating the following information. Our email address for returns is enquiries@purelypetsupplies.com. Please reference your email with ‘Returns [Enter Your Order Number Here]’

• Your full name
• Your order number
• Item(s) to be returned
• Reason for return

NB: If you are returning various items, not all of which are from the same Direct Dispatch manufacturer, we will provide the relevant addresses for each brand. These will need to be returned to the relevant manufacturers in individual parcels, rather than together to one address.

Step Two – Return Authorisation

Once you have reported your return to us, a member of our Customer Service team will authorise your return or request any further information for your return within 2 working days. Upon authorisation, you will be provided with the relevant return address for the manufacturer in question, and an allocated Returned Merchandise Authorisation code (RMA) for the items you wish to return.  This RMA allows our team to match your return up with your original order quickly and efficiently, and MUST be included within your return to prevent any delayed action and/or resolution on your refund/return.

Step Three – Prepare your item(s) for posting

You’re now ready to return your items to us. Simply package the item (s) up that you wish to return, ensuring they are suitably packaged to arrive safely with us.  Please ensure your allocated RMA number (provided by our team when your return is authorised) is clearly stated with your return.

Step Four – Return your item(s)

You’re now ready to post your item(s) back to us using your chosen parcel delivery service, to the address provided by our team. Please ensure your item(s) is returned to the address provided to you by our team when your return is authorised. You have an additional 14 days from the date of authorisation for your return to arrive back with the manufacturer.

Step Five – Refund

Once your return has been received back to the manufacturer they will notify us that this has been successfully received, quoting your RMA number. Once we have been notified of the arrival of your return, we will issue any relevant refunds within 2 working days from the date received. Any refunds issued will be returned to the same payment method used when paying for your order, either through PayPal or back to your Credit/Debit account.  Unfortunately we are unable to issue credits rather than refunds. Please note, all UK return parcels incur a fixed administrative fee of £1.50, which will be deducted from your refund. Direct dispatching fee’s paid when you originally ordered your Direct Despatch item(s) are also non-refundable. 

Although we take as much care as possible packaging and despatching our customer orders, sometimes things can go wrong. Regrettably it can happen where damage is incurred to a parcel, or item, whilst in transit, or an electrical item is received and found to be faulty. 

If you have received a damaged item, or one that has not arrived in the expected condition, please notify us by email within 2 working days of receiving your order. If you have received a faulty item, or one that has become faulty within 30 days of receiving it, please notify us by email within the 30 days of receiving your order. In both circumstances, please include the following information in your email. Our Customer Service team reserve the right to refuse return requests made outside the stated timescales above. 

Please note, our Customer Service team reserve the right to refuse refunds or return requests on perishable goods (e.g. consumables and dated products), as per our Terms and Conditions.

Our email address for ALL orders, returns and requests is enquiries@purelypetsupplies.com.

• Your full name
• Your order number
• Item(s) to be returned
• Clear image evidence of damage/fault experienced
• Resolution preference (refund/replacement)

Once you have reported your issues to us, a member of our Customer Service team will investigate where applicable, and if authorised will then confirm the return/replacement/refund of the affected item within 2 working days via email, as well as an RMA returns number for your return if required.  If we require the faulty/damaged item back we will provide a prepaid returns label for the item(s) to be returned to us at no cost to yourself, which can be simply applied to the outside of your returning parcel before being dropped off at your local post office.

Please note, failure to provide us with the above product information alerting us to any issues experienced with your order within two working days may mean that refunds or replacements cannot be provided, unless the product comes complete with a Manufacturer Warranty or Guarantee, or is at the discretion of Management at Purely Pet Supplies Ltd. 

Whilst we endeavour to be able to replace any faulty or damaged item, on occasion regrettably this may not be possible. This may be due to stock issues, quality concerns, or various other factors. If we are unable to provide you with a replacement product we will arrange for either a partial, or full, refund to be issued depending on the circumstances. 

As mentioned above, should we require the faulty or damaged item back, a prepaid returns label will be provided to you at no cost, ensuring a free return on the item(s) in question. Prepaid returns can only be authorised by Management, and then confirmed by email. We will provide a prepaid returns label for all faulty/damaged returns unless there is a specific reason where this is not possible, such as us not requiring the item back, your location being outside of the UK or other possible factors that may affect the circumstances in which we would normally be able to cover return postage costs.