At PetGround, we want you to be completely happy with your purchase. If something isn’t right, this policy explains your rights and how to return an item.
1. Your right to cancel (UK Consumer Contracts Regulations)
Because you shop online, you have a legal 14‑day cooling‑off period to cancel your order for any reason.
We voluntarily extend this to 15 days from the date you receive your item(s) to give you extra peace of mind.
2. Change of mind or no longer needed
If you simply change your mind or no longer need the product, you can still return it – provided it meets the conditions below.

Conditions for return.

The return request must be made within 15 days of delivery.
· The product must be unused, unopened, and in its original, undamaged packaging (including any seals, blister packs, or outer wrapping).
· You have proof of purchase (order number or email receipt).
Important – hygiene & safety reasons:
We cannot accept returns on any product (including Frontline, Seresto, Feliway, YuMOVE, NutriPaw) if the packaging has been opened, the seal is broken, or the item shows any sign of use. This is for the safety of your pets and other customers.
Who pays for return postage?
· You are responsible for the cost of returning the item.
· We recommend using a tracked or signed‑for service, as we cannot refund items that are lost on their way back to us.
3. Damaged, faulty or incorrect items
If your item arrives damaged during transit, is faulty, or is not what you ordered, we will cover the cost of return postage and offer you a choice of:
· A full refund to your original payment method, or · A replacement (subject to stock availability).
How to report a problem
Contact us within 48 hours of delivery with:
· Your order number · A clear photo of the damage or fault · A brief description of the issue
We will respond within 1-2 business days with return instructions.
Note: If you do not report damage within 48 hours, we may still be able to help, but we cannot guarantee a full refund or replacement.
4. How to start a return (step by step)
1. Email us at
info@petground.co.uk with "RETURN – [Order Number]" in the subject line.
2. Tell us whether it’s: · Change of mind / no longer needed
· Damaged / faulty / wrong item
3. Wait for our return authorisation and the correct return address.
4. Pack the item securely in its original packaging.
5. Send it back using a tracked delivery method (we do not accept liability for lost returns unless we provided the label).
6. Once received and inspected, we will process your refund or replacement.
5. Refunds – timing and method
· Refunds are issued to the original payment method (credit/debit card, PayPal, Shop Pay, etc.).
· You can expect the refund within 3–10 working days after we receive and inspect the returned item.
· Change of mind returns: Original shipping costs are not refunded.
· Damaged/faulty returns: Original shipping costs will be refunded in full.
If you haven’t received your refund after 10 working days, first check your bank account, then contact your payment provider. Still stuck? Email us – we’ll investigate.
6. Items that cannot be returned
For the safety and well‑being of pets, the following cannot be returned for change of mind (even within 15 days):
. Any opened or used veterinary medicines (e.g., Frontline, Seresto, Feliway) . Any opened or used pet supplements (e.g., YuMOVE, NutriPaw) · Any product where the safety seal, blister pack, or original wrapping has been broken · Items that have been personalised or made to order (not applicable to our current range – just for future reference)
These can still be returned if they are faulty or not as described – see section 3.
7. Return address
Please contact us at info@petground.co.uk first. We will provide the correct return address based on your product type.
Do not send returns without authorisation – they may not be processed.
--- 8. Contact us
PetGround
Email: info@petground.co.uk
Website: petground.co.uk