Refund and Returns Policy

Last Updated: 26 September 2026

At Marple Pet Shop, we want our customers to have a straightforward and reliable shopping experience. This Refund & Returns Policy explains the conditions under which eligible products may be returned and how refunds are handled for customers in the United Kingdom.

By placing an order with Marple Pet Shop, you agree to the terms described in this policy, subject to your statutory consumer rights.

1. Return Eligibility

Marple Pet Shop accepts eligible voluntary returns within 30 calendar days from the date of delivery.

To be eligible for a return under our voluntary 30-day return policy:

The item should be unused and in its original condition.
The item should be returned with its original packaging, tags, parts and accessories, where applicable.
The item should not show signs of pet use, chewing, scratching, staining, washing, alteration or damage after delivery.
The item should not have been damaged through misuse, neglect, improper handling or improper storage.
Proof of purchase or a valid order number should be provided.

Returns that do not meet these conditions may be rejected or may qualify for a reduced refund where permitted by applicable UK law.

Nothing in this policy limits or removes any statutory rights or remedies available to UK consumers. (gov.uk)

2. Return Window

Customers have 30 calendar days from the delivery date to request an eligible voluntary return.

Return requests submitted after this period may not be accepted under the voluntary return policy.

For eligible online purchases, UK consumers may also have a statutory 14-day cancellation right beginning when the goods come into the consumer’s physical possession. This statutory right operates separately from our voluntary 30-day return period. (legislation.gov.uk)

Please contact us as soon as possible if you need to return an item.

3. Return Shipping Responsibility

Damaged, Defective, Faulty or Incorrect Items

If you receive an item that is damaged, defective, faulty, incorrect or materially different from the product ordered, please contact us as soon as possible.

After reviewing the issue, Marple Pet Shop will provide an appropriate resolution in accordance with applicable UK consumer law. Where applicable, reasonable return costs will be handled in accordance with your statutory rights. (legislation.gov.uk)

Change-of-Mind Returns

If you return an eligible item because you changed your mind, ordered the wrong item or no longer want the product, you will generally be responsible for the direct return shipping cost under our voluntary 30-day return policy.

Where a statutory cancellation right applies, the customer generally bears the direct cost of returning the goods unless Marple Pet Shop has agreed to bear that cost or applicable law requires otherwise. (legislation.gov.uk)

4. Restocking Fee

Restocking Fee: 0%

Marple Pet Shop does not charge a restocking fee.

Customers may still be responsible for applicable return shipping costs for eligible change-of-mind returns as described in this policy.

5. How to Initiate a Return

Please contact us before sending any product back.

To request a return:

Contact Marple Pet Shop using the contact information below.
Provide your order number.
Identify the product you wish to return.
Explain the reason for the return.
Provide clear photographs if the product is damaged, defective, faulty or incorrect.
Wait for our customer service team to review your request and provide return instructions.

Please do not send a return to our business address unless we specifically instruct you to do so.

Unauthorised returns may result in delays where we are unable to identify or properly process the returned order.

6. Refund Process

Once an authorised return has been received and inspected:

We will review the returned item to determine whether it meets the applicable return requirements.
You will be notified when the return has been approved or rejected.
Approved refunds under our voluntary 30-day return policy will generally be processed within 10 business days after the returned item has been received, inspected and accepted.
Refunds will generally be issued to the original payment method used for the purchase.

For statutory cancellations, UK law may require reimbursement within a different timeframe. Where applicable, the statutory timeframe takes precedence over the voluntary 10-business-day processing period. (legislation.gov.uk)

After Marple Pet Shop processes a refund, your bank, card issuer or payment provider may require additional time before the funds appear in your account.

7. Refund Conditions

A full refund under the voluntary 30-day return policy may generally be issued when:

The return was requested within the applicable return period.
The product meets the return eligibility requirements.
The item is received in acceptable condition.
The item can be identified as part of the relevant order.
Original parts, accessories, tags and packaging are included where applicable.

A partial refund or no refund may apply to a voluntary change-of-mind return, where permitted by applicable UK law, if the returned product:

Has been used.
Shows signs of pet use.
Has been chewed, scratched, bitten, stained or otherwise damaged after delivery.
Shows signs of pet hair, saliva, dirt, stains, residue or odour.
Has been washed or cleaned after use.
Has been altered or modified.
Is missing important original parts or accessories.
Is missing original packaging or tags where applicable.
Has been damaged because of misuse, neglect, improper handling or improper storage.
Is returned after the applicable voluntary return period.

Nothing in this section limits a customer’s statutory rights regarding defective, damaged, incorrect, misdescribed or otherwise non-conforming products. (gov.uk)

8. Non-Returnable or Restricted Items

For change-of-mind returns under our voluntary 30-day return policy, products may not be eligible for a refund if they:

Have been used by a pet.
Have been chewed, scratched, bitten or otherwise damaged.
Show signs of pet hair, saliva, dirt, stains, residue or odour.
Have been washed or cleaned after use.
Have been altered, modified, cut or otherwise changed after delivery.
Are missing original parts, accessories, tags, fittings or packaging where applicable.
Have been damaged through misuse, neglect, improper storage or improper handling.
Are returned after the applicable voluntary return period.

These restrictions may apply to products within our:

Travel & Outdoor
Play & Enrichment
Grooming & Care
Feeding & Hydration

These restrictions do not remove or limit statutory rights where UK law provides a customer with a remedy for faulty, damaged, misdescribed or otherwise non-conforming goods. (gov.uk)

9. Damaged or Defective Items

Please inspect your order after delivery.

If you receive a damaged, defective, faulty or incorrect product, contact us as soon as reasonably possible.

Please provide:

Order number
Product name
Description of the problem
Clear photographs of the product
Photos of the shipping packaging, where applicable

After reviewing the issue, an appropriate remedy may include:

Replacement
Exchange
Refund
Repair
Price reduction
Another remedy available under applicable UK consumer law

UK consumer law provides statutory remedies where goods do not conform to the contract, including rights relating to repair, replacement, price reduction and rejection depending on the circumstances. (legislation.gov.uk)

10. Order Cancellations

If you wish to cancel an order, contact Marple Pet Shop as soon as possible after placing the order.

Orders may generally be cancelled before they have entered processing or shipment.

Once an order has been processed or shipped, cancellation may no longer be possible through our normal order-cancellation process.

For eligible online purchases, UK consumers generally have a statutory right to cancel within 14 days after the goods come into their physical possession, subject to applicable exceptions. After notifying the trader of cancellation, the consumer generally has a further 14 days to return the goods. (legislation.gov.uk)

Nothing in this section limits any statutory cancellation or other consumer rights.

11. Exchanges

We may offer exchanges when:

An item arrives damaged.
An item is defective or faulty.
An incorrect item was shipped.
Another exchange is agreed with our customer service team.

Please contact us before returning an item for an exchange.

Exchange availability depends on product availability.

If the requested replacement is unavailable, we may offer a refund or another appropriate resolution.

Your statutory rights regarding faulty or non-conforming goods remain unaffected. (gov.uk)

12. Late or Missing Refunds

If an approved refund has not appeared in your account after the expected processing period:

Check your bank or payment account again.
Contact your bank or card issuer.
Check with your payment provider, if applicable.
Allow additional processing time where required by the financial institution.
Contact Marple Pet Shop if the refund still cannot be located.

When contacting us, please provide your order number and relevant refund information.

13. Store Credit

Where appropriate, Marple Pet Shop may offer store credit as an alternative resolution.

Store credit will not be substituted for a refund or other remedy when a refund or remedy is required by applicable UK law.

14. Return Condition for Pet Products

Because our products are intended for pets, we recommend inspecting products before allowing a pet to use them.

For change-of-mind returns under the voluntary 30-day return policy, products should generally remain unused and in their original condition.

Products showing signs of pet use, including chewing, scratching, biting, hair, saliva, stains or other use-related contamination, may not qualify for a change-of-mind refund where permitted by applicable UK law.

This condition does not limit rights relating to products that are defective, damaged, incorrectly supplied or not as described.

15. Return Packaging

Customers should package returned products securely to help prevent damage during return transportation.

Where applicable, please include the original product packaging, accessories, tags and components.

Customers should retain proof of return shipment until the return has been received and processed.

16. Consumer Rights

This policy does not waive, restrict or limit any consumer rights or remedies that cannot legally be waived under applicable UK law.

Where applicable UK law provides greater consumer protection than this policy, the applicable law will apply.

For eligible online purchases, statutory cancellation rights may apply. Consumers also have legal remedies where goods are faulty, not as described or otherwise fail to conform to the contract. (gov.uk)

17. Contact Information

For return, exchange, damaged-product, cancellation or refund questions, please contact us:

Business Name: Marple Pet Shop
Business Email: support@marplepetshop.com
Business Phone: +44 161 427 0111
Business Address: 61 Stockport Road, Marple, Stockport, England, SK6 6AA, United Kingdom
Customer Service Hours: Monday–Friday | 9:00 AM–5:00 PM UK local time
Time Zone: Europe/London

Please contact us before sending any return to ensure that you receive the correct return instructions.

Important Notice

Eligible Voluntary Returns: Must generally be requested within 30 calendar days of delivery.
Statutory Online Cancellation: Eligible online purchases generally have a 14-day cancellation period.
Change-of-Mind Returns: Products should generally be unused and in their original condition under the voluntary 30-day return policy.
Return Shipping: Customers are generally responsible for direct return shipping costs for voluntary change-of-mind returns.
Restocking Fee: 0%
Voluntary Return Refund Processing: Generally within 10 business days after the returned product has been received, inspected and accepted.
Statutory Refunds: Applicable UK statutory refund timeframes take precedence where they apply.
Refund Method: Refunds are generally issued to the original payment method.
Damaged or Defective Products: Applicable UK statutory consumer rights apply.
Return Instructions: Contact Marple Pet Shop before sending a return.
Return Address: Do not send returns to the business address unless Marple Pet Shop has provided specific return instructions.

Marple Pet Shop
Travel & Outdoor | Play & Enrichment | Grooming & Care | Feeding & Hydration