Refund Policy

Cancellations

We can only process cancellations or partial cancellations in exceptional circumstances. Please contact us to find out if your circumstance qualifies for a cancellation. We cannot guarantee that we will be able to cancel your order in time.

Please note, the following are classed as not exceptional circumstances:

  • You regret making an order
  • Your order was accidental

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Am I eligible for a Refund / Return? To be eligible for a return, your item must be lightly used, or unused in the original packaging. If you no longer have access to the original packaging, any other form of packaging will be okay. Please contact our support team with a video or picture for us to inspect the condition of the item.

My order arrived in a faulty condition, what do I do? To ensure a smooth return, please inform us within 3 DAYS of receiving your order with proof that the item is faulty. Please contact our support team with a video or picture. We will either reship the item to you free of charge, or refund you in full.

*Please note: We do NOT accept returns to our registered address in East London. We only accept returns to our warehouses as this is where our logistics team is based.*

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 days), and the time it takes your bank to process our refund request (5 to 10 business days).

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@presentpet.com.

    Order Changes

    All requests after placing an order are subject to approval, we cannot guarantee that the requested changes can be made in time. Please ensure that your order is correct before placing the order. We cannot be held responsible for your mistake if we cannot amend your order in time. 

    If you would like to change/update your order due to ordering an incorrect variant, size or colour; or would like to increase the quantity of items in your order or to upgrade/degrade your shipping method; you can email our customer support team at support@presentpet.com who will process any changes requested. Any change in the value of your order will be refunded/charged to the customer's credit card or payment details on our system.

    Exchanges

    We only replace items if they are defective or damaged. 

    If you want to exchange your item for a different size because it does not fit, the only way to currently do this would be to place another order with the correct size. We are willing to offer a discount code to bring the price down enough to cover the shipping costs. Please contact us with a picture of your order to receive this discount code. For more information and a tailored solution, please contact our support team at support@presentpet.com 

    Shipping

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

    If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

    Disclaimer: The refunds and cancellations terms given above are what we believe to be fair and reasonable. These terms do not affect your statutory rights to a refund within a 30 day cooling period.