Returns & Refund Policy

We want you to be completely satisfied with your purchase from London Pet & Garden Centre. This policy explains when and how you can return an item, receive a refund, or request an exchange.

1. Return Eligibility

• You may return most items within 14 days of delivery.
• Items must be unused, unopened, and in original packaging with all labels attached.
• Proof of purchase (order number or receipt) is required.

2. Non-Returnable Items

• Perishable or time-sensitive goods (e.g., live plants, cuttings, bulbs that deteriorate quickly).
• Opened pet food or treats, used bedding or hygiene items for pets.
• Made-to-order, customized, or clearance items (unless faulty).
• Items returned in non-resalable condition.

3. How to Initiate a Return

Before sending anything back, please email support@londonpetandgarden.com with:

• Your name and order number.
• The item(s) you wish to return and the reason.
• Clear photos if the item is damaged or defective.

We will reply with return authorization instructions and the next steps. Unauthorised returns may be delayed.

4. Refunds

• Once your return is received and inspected, we will notify you of approval or rejection.
• Approved refunds are issued to the original payment method within 5–7 business days.
• Original outbound shipping fees are non-refundable unless the item is faulty or we made an error.
• If the item shows signs of use or damage not due to transit, a partial refund may apply.

5. Exchanges

If you want the same item in a different size or a replacement, please request an exchange in your email. Exchanges are subject to stock availability. If not available, we will process a refund.

6. Damaged or Defective Items

If your order arrives damaged, incorrect, or incomplete, contact us within 48 hours of delivery with photos of the packaging and product. We will arrange a replacement or refund as quickly as possible.

7. Cancellations

• Before dispatch: You may cancel for a full refund.
• After dispatch: Please follow the returns process above once the parcel arrives. Standard return rules apply.

8. Shipping Responsibility

• For change-of-mind returns, the customer is responsible for return postage. We recommend a tracked service.
• For faulty, damaged, or incorrect items, we will cover reasonable return shipping or provide a prepaid label.
• Until received by us, the item remains your responsibility.

9. Contact Information

London Pet & Garden Centre
11 The Market Square, London N9 0TB
Email: support@londonpetandgarden.com
Phone: +44 208 803 9995

Return address (for all authorised returns):
London Pet & Garden Centre, 11 The Market Square, London N9 0TB