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Refund policy

Return & Refund Policy

Last updated: October 2026

This policy follows the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, so you get a clear and fair shopping experience at Prime Pet Shop UK.

1. The 14-Day Right to Cancel

  • Request period: You have 14 days from the date of delivery to tell us you want to return an item.
  • Return window: Once your return is authorised, you have a further 14 days to send the item back to us.

2. Eligibility & Condition

To qualify for a full refund, items must be returned in "as-new" condition:

  • Unused, with all original tags and seals intact.
  • In the original, undamaged manufacturer packaging.
  • We accept returns of both faulty and non-faulty products.
  • Include a receipt or order confirmation.

Note: accessories showing signs of use, pet hair or odours may not be eligible for a full refund and may have a deduction for reduced value.

3. How to Start a Return

  • Email us at theaeroedgestores@gmail.com with the subject "Return Request – [Your Order Number]".
  • Once approved, we will send you instructions on where to send your parcel.
  • Return postage: The buyer pays for return postage. We recommend a tracked service, as we cannot be responsible for items lost in transit.
  • Items sent back without prior approval may not be processed.

4. Damaged, Faulty or Incorrect Items

Please check your order as soon as it arrives and contact us within 24 hours if an item is damaged, faulty or incorrect. Under UK law, if goods are faulty or not as described you are entitled to a full refund, repair or replacement within 30 days of purchase, and in these cases we cover the cost of return postage.

5. Items We Cannot Take Back

For health, hygiene and safety reasons we cannot accept returns of the following unless they are faulty or not as described:

  • Opened or unsealed pet food, treats, medicines, supplements and litter.
  • Grooming and hygiene products with a broken seal.
  • Personalised or custom-made items.

6. Order Cancellations

  • Before dispatch: Contact us as soon as possible and we will cancel your order. A small admin fee (£5 for orders under £100, or 5% for orders over £100) may be deducted to cover non-refundable payment fees.
  • After dispatch: The order can no longer be cancelled, but you can return it under this policy once it arrives.

7. Exchanges

If you would like a different item, simply return the original for a refund and place a new order for the item you want. This is the fastest way to get your replacement.

8. Refunds

  • Once your return is received and inspected, we will email you to confirm whether your refund is approved.
  • Approved refunds go back to your original payment method. Most banks take 5–10 business days to show the money in your account.

9. Restocking Fee

A restocking fee of 5% of the product price may apply to non-faulty returns.

Contact Us

  • Email: theaeroedgestores@gmail.com
  • Phone / WhatsApp: +44 7353 951701 (9:00 AM – 5:00 PM UK time, Monday to Friday)
  • Address: Princess Margaret Road, Tilbury RM18 8YR, United Kingdom

We aim to reply to all emails within 24 hours (Monday to Friday).