Refund policy

Last Updated: March 2026

At DM Pet Store, we want you and your pet to be completely happy with every purchase. If something is not right, we are here to help. Please review our return, refund, and exchange guidelines below.

1. Quick Reference Return Summary

This table outlines our standard return parameters.

Return Detail	Our Policy
Return Window	30 Days from delivery date
Return Methods	By Mail or In-Store
Exchanges	Accepted (for new/unused or incorrect items)
Item Condition Required	New, unused, in original packaging
Restocking Fee	No restocking fee
Return Shipping Cost	Free if our error; Customer pays for change-of-mind

---

2. Our Returns Window

You have 30 days from the date your order is delivered to request and initiate a return or exchange. If 30 days have passed since you received your item, we unfortunately cannot offer you a refund or exchange.

3. Eligibility Conditions

To be accepted for a return or exchange, your item must meet all of the following criteria:

• Condition: The item must be unused, unaltered, and in the exact same condition that you received it.

• Packaging: It must be returned in its original, undamaged packaging with all original labels, tags, and accessories attached.

• Sealed Items: Sealed products (such as pet food or supplements) must remain unopened.

Non-Returnable Items:

For strict hygiene and safety reasons, we cannot accept returns on the following:

• Opened pet food, treats, or nutritional supplements.

• Items that show signs of use, wear, or pet contact.

• Products that have been personalized or custom-ordered.

4. How to Return or Exchange an Item (Step-by-Step Scenario)

We want to make returning an item as simple as possible. Please follow these steps rather than sending items back unannounced, as unauthorized returns cannot be processed.

• Step 1: Contact Us. Email support@dmpet.site within your 30-day window. Please include your order number, the item you are returning, and whether you want a refund or an exchange. (Tip: If the item is damaged or incorrect, attach a quick photo!)

• Step 2: Get Authorization. We will review your email and reply within 1 to 2 business days. We will provide you with a return authorization and confirm our shipping address.

• Step 3: Return the Item. You can return the item to us in one of two ways:

  • By Mail: Pack the item securely and ship it to the address we provide. We highly recommend using a tracked service.

  • In-Store (If Nearby): You are welcome to drop the item off directly at our Great Yarmouth store during normal business hours. Please bring your order confirmation email with you.

• Step 4: Refund or Exchange Processed. Once we receive and inspect the item, we will immediately ship your exchange or process your refund.

5. Return Shipping Costs & Restocking Fees

We believe in fair and transparent policies regarding return costs:

• Restocking Fee: We do not charge any restocking fees on standard returns or exchanges.

• When We Pay (Store Error): If the item you received is defective, not as described, damaged upon arrival, or the completely wrong item, we are 100% responsible. We will cover the return shipping costs or provide a prepaid return label.

• When You Pay (Standard Returns): If you are returning or exchanging an item because you changed your mind, ordered the wrong size, or no longer need it, you are responsible for paying your own return shipping costs.

6. Refunds & Exchanges

• Exchanges: We gladly accept exchanges if you need a different size, or if we accidentally sent you the incorrect item. The original item must be returned unused and in its original packaging before the new item is dispatched.

• Refunds: Once your returned item is received and inspected, we will notify you by email. If approved, a full refund will be processed back to your original payment method. Please allow 5 to 10 business days for your bank or credit card provider to post the funds to your account.

7. Order Cancellations

You may cancel before dispatch. Orders processed quickly may become ineligible even within 24 hours, please contact us immediately at support@dmpet.site quoting your order number. If the order has already been shipped, you will need to wait for delivery and follow the standard return process.

Contact Us

• Business Name: DM Pet Store

• Physical Address: 57-58 Dene Side, Great Yarmouth NR30 2HL, United Kingdom

• Phone Number: +44 1493 738641

• Email: support@dmpet.site