Return and Refund Policy

Last updated: 28 May 2026

At Gotto Pets, we want our customers to shop with clear and fair return terms. This Return and Refund Policy explains when returns are accepted, how to request a return, who pays for return shipping, and when refunds are issued.

This policy applies to orders placed through our online store.

Return Window

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must be:

Unused
Unopened, where applicable
In its original packaging
In the same condition that you received it
Complete with all included parts, accessories, manuals, labels, and packaging

Returns requested after 30 days may not be accepted.

Return Eligibility

We accept returns for both defective and non-defective products.

You may request a return if:

The product arrived damaged
The product is defective or not working correctly
You received the wrong item
The item is significantly not as described
You changed your mind, as long as the item is unused and returned in its original condition

Non-Returnable Items

For hygiene, safety, and product integrity reasons, some pet products cannot be returned once opened, used, or no longer in original condition.

Non-returnable items may include:

Opened pet supplements
Opened pet food, treats, or consumable products
Used grooming products
Used pet beds, blankets, mats, or hygiene-related items
Used toys, bowls, collars, harnesses, or accessories
Personalised or custom-made products
Products damaged by misuse, neglect, chewing, scratching, washing, or improper handling

If an item is damaged, defective, incorrect, or significantly not as described, please contact us and we will review the issue.

How to Request a Return

To start a return, contact us first at:

Email: contact@gottopets.uk
Phone: +44 7936 481202

Please include:

Your full name
Your order number
The product you want to return
The reason for the return
Photos or videos if the item is damaged, defective, incorrect, or not as described

Please do not send the item back before contacting us and receiving return instructions.

Returns sent without approval or sent to the wrong address may be delayed, rejected, or not refunded.

Return Address

After your return request is approved, we will provide the correct return address by email.

Because some products may be shipped from different suppliers, warehouses, or fulfilment partners, the return address may vary depending on the product.

You must use the return address we provide. Returns sent to the wrong address may be rejected or delayed.

Return Shipping Costs

For returns caused by customer choice, including change of mind, ordering the wrong product, or no longer wanting the item, the customer is responsible for return shipping costs.

For returns caused by our error, including damaged, defective, incorrect, or significantly not-as-described items, we will provide a suitable solution. This may include a replacement, refund, partial refund, or return instructions depending on the situation.

Original shipping costs, if any, may not be refundable unless the return is caused by our error.

Restocking Fees

We do not charge a restocking fee for approved returns.

Refund Process

Once we receive and inspect the returned item, we will notify you by email whether your refund has been approved or rejected.

If approved, your refund will be issued to your original payment method.

Refunds are usually processed within 5–10 business days after the returned item has been received and inspected.

Your bank, card provider, or payment provider may take additional time to make the funds available in your account.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incorrect, or significantly not as described, contact us within 7 days of delivery.

Please include:

Your order number
Clear photos of the product
Clear photos of the packaging, if damaged
A short explanation of the issue

We will review the case and may offer a replacement, refund, partial refund, or another suitable solution.

We may ask for evidence before approving a refund or replacement.

Exchanges

We may offer exchanges for eligible products depending on stock availability.

If you want to exchange an item, contact us first. If the requested replacement is not available, we may offer a refund or another suitable solution.

Order Cancellations

If you want to cancel an order, contact us as soon as possible at:

contact@gottopets.uk

We can only cancel an order if it has not already been processed, packed, dispatched, or handed over to the shipping carrier or fulfilment partner.

If the order has already been dispatched, you may need to wait until it is delivered and then request a return under this policy.

Late or Missing Refunds

If your refund has been approved but you have not received it yet, please first check your bank account again and contact your card provider or payment provider.

Banks and payment providers may take several business days to process refunds.

If you have done this and still have not received your refund, contact us at: