Refunds & Returns

The 30-day pet-parent guarantee

If your pet doesn't take to it, or it doesn't work the way we said it would, you have 30 days from delivery to put it right with us. Here's how returns and refunds work.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty or isn't what you ordered, email hello@thepetbase.store with your order number and a photo or short video within 14 days of delivery. We'll arrange a free replacement or a full refund — you won't need to send anything back, and there's no cost to you.

Change-of-mind returns

If you'd like to return an item because you've changed your mind, email us first with your order number. We'll confirm the item is eligible and send you the correct return address and instructions.

• Return shipping for change-of-mind returns is arranged and paid for by the customer. We recommend a tracked service, as we can only refund items that reach us.
• Items should be unused and in their original condition.
• Once your return arrives, we'll refund it to your original payment method.

Some of our items cost less than international return postage. If that's the case, we'll often simply refund you without asking for the item back — just ask.

UK & EU right to cancel

If you're shopping from the UK or the EU, you have a statutory right to cancel your order within 14 days of delivery for any reason. Email us to start the cancellation; for a change-of-mind cancellation, return shipping is covered by the customer. This 14-day right is in addition to our 30-day guarantee.

Hygiene exclusions

For hygiene reasons we can't accept change-of-mind returns on heavily-used grooming products — 'heavily used' meaning visible pet hair, wear marks or repeated grooming sessions. A first-try test is always fine. Faulty items are covered regardless.

Refund timing

Approved refunds are issued to your original payment method and typically appear within 5–10 business days, depending on your bank or card provider.

Questions

Email hello@thepetbase.store — we're happy to walk you through it.