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Returns Policy

Pet Spectrum Group is committed to providing the best customer service that we can.

If after placing an order you change your mind, you are entitled to cancel the contract within 7 working days, beginning on the day after you receive your order.

So if you are not completely happy with your purchase, simply return the unused goods in their original condition within 7 days of receipt. To cancel a contract you must -

  • inform us in writing by email at support@petspectrumgroup.co.uk;
  • return the Product(s) (in their original packaging) to us immediately at your own risk to Pet Spectrum Group, Unit 1,The IO Centre, Hearle Way, Hatfield, Hertfordshire AL10 9EW. It is advisable that you obtain a certificate of posting. You can use some of the following sites to return heavy items: www.parcel2go.com or www.collectplus.co.uk/send. Smaller items can be sent using Royal Mail.
  • return the Product(s) to us in the same condition in which you received them, and therefore in their original, unopened and unused condition. Returned Product(s) must be in a perfect resaleable condition; and

We will examine the returned product(s) and will notify you of your entitlement to a refund via email within a reasonable period of time. Unfortunately, we cannot make a refund for goods that have been opened or used or damaged or worn by you after receipt. In such cases, Pet Spectrum Group reserves the right to refuse to accept such item(s) and to return the same to the purchaser without refund.

If you are returning a Product(s) to us because of a defect you will be entitled to a full refund (including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us) or replacement. The faulty or damaged product must be returned to, and received by Pet Spectrum Group before the refund or replacement can be issued.

Please note that the Product(s) are your responsibility until they reach us. We recommend that you send the goods using a delivery company that insures you for the value of the goods.

Please note that your entitlement to a refund does not include a refund of the delivery charges (except in the case of a defective product). Further, the delivery costs for returning the goods to us are your responsibility and will only be reimbursed by us in the case of faulty or damaged goods. All orders are checked thoroughly for faults or damage prior to dispatch.

Faulty goods or quality issues

If goods (non foodstuffs) are found to be faulty, then please take photos and send them to: support@petspectrumgroup.co.uk ;quoting the order number & document reference number. If the item requires returning, we will advise the best way of doing this. Please see our Returns Policy for further information. 

In case of foodstuffs, any quality issues or packaging failures, photos are required to illustrate the complaint. Please email these, with the batch number (required) and best before information, to support@petspectrumgroup.co.uk ;quoting the order number & document reference number. This information is necessary to enable us to report the issue to the manufacturer on your behalf. If the item requires returning, we will advise the best way of doing this.

This does not affect your statutory rights.

Get Free Returns with PayPal*

If you pay via PayPal, then you may be eligible for free returns. Firstly, you will need to activate this feature on your PayPal account. You will then need to send the goods back to us as described below. Then, you just need to follow the steps as outlined by PayPal to get refunded the return delivery charges...

Whether you purchased something from the UK or anywhere in the world, PayPal will cover up to 12 returns on eligible PayPal purchases*. PayPal will reimburse you for up to £15 per request.

1. Return your item

Follow the seller’s return instructions for your purchase. Remember to keep a copy of your return shipping receipt.

2. Submit a Refund Request

Log in to your PayPal account, select the purchase you returned and click on “Request return shipping refund”. Submit the return shipping request form, along with proof of your return within 30 days.

3. Receive your refund

If your claim is approved, PayPal will send a refund of up to £15 to your PayPal account within 10 business days. *

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