Returns & Refunds Policy

Effective Date: 27 March 2026

1. Your Right to Cancel (Consumer Contracts Regulations 2013)

You have the right to cancel your order within 14 days without giving any reason.

The cancellation period will expire 14 days after the day on which you receive the goods, or a third party (other than the carrier) takes possession of them.

To exercise your right to cancel, you must inform us of your decision by a clear statement (for example, by email).

Email: wilsonpets@outlook.com

2. Returning Goods

You must return the goods within 14 days of informing us of your cancellation.

You are responsible for the cost of returning goods unless they are faulty, damaged, or incorrect.

You must take reasonable care of the goods while they are in your possession.

We recommend using a tracked and insured delivery service, as we cannot be responsible for goods lost or damaged in transit.

Return address:
42–44 High Street
Langholm
Dumfries & Galloway
DG13 0JH

3. Refunds

We will issue your refund within 14 days of receiving the returned goods (or proof of return).

Refunds will be made using the original payment method.

We will refund:

• The cost of the goods

• The standard delivery cost (if applicable)

We do not refund:

• Any upgraded or express delivery charges

We may reduce your refund to reflect any reduction in value of the goods if this has been caused by handling beyond what is necessary.

4. Conditions for Returns

To be eligible for a return:

• Items must be in their original packaging

• Clothing and footwear must be unworn and unwashed

Pet food and treats:

• Cannot be returned if opened

• May be returned if unopened and in original sealed condition

5. Non-Returnable Items

The following items cannot be returned (unless faulty):

• Personalised or custom-made goods

• Perishable goods or items with a short shelf life

• Sealed goods that have been opened and are not suitable for return due to health or hygiene reasons

6. Faulty or Damaged Goods (Consumer Rights Act 2015)

If your goods are faulty, damaged, or not as described, you are entitled to a remedy.

If a fault is identified within 30 days of delivery, you are entitled to a full refund.

After 30 days, you may be entitled to a repair or replacement.

Please contact us as soon as possible if there is an issue with your order.

7. Extended Returns (Optional Policy)

In addition to your legal rights, we may accept returns within 30 days of purchase at our discretion.

This does not affect your statutory rights.

8. Gifts

If an item was marked as a gift and shipped directly to you, you may receive a store credit for the value of the return.

If the item was not marked as a gift, the refund will be issued to the original purchaser.

9. Contact Us

If you have any questions about this policy, please contact us:

Email: wilsonpets@outlook.com
Phone: 01387320662