Refund policy
Returns and Refunds Policy
Updated 9th September 2026
At Distinctive Pets, we want you to be happy with your purchase. If there is a problem with your order, or you simply change your mind about a product, please contact us and we will do our best to help.
This policy applies to purchases made through the Distinctive Pets website.
Nothing in this policy affects your statutory rights as a consumer under UK law.
1. If you change your mind.
When you buy goods from us online, you generally have a legal right to cancel your order without giving a reason.
You have 14 days from the day after you receive your order to tell us that you wish to return the goods to us.
You can tell us you wish to cancel by contacting us at:
Emali: info@distinctivepets.co.uk Telephone: 07779 637507
Please include your order number and tell us which item or items you wish to return.
2. Condition of Returned Goods.
You are entitled to handle goods to the extent necessary to establish their nature, characteristics and functionality, in much the same way as you would be able to in a shop.
However, if you handle goods beyond what is reasonably necessary and this results in a reduction in their value, we may make a reasonable deduction from your refund to reflect that reduction in value.
Where possible, please return products in their original packaging and in a condition suitable for resale.
This does not affect your statutory rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.
3. Products that cannot normally be returned because you have changed your mind.
There are some products for which the statutory 14-day cancellation right does not apply.
These include:
· Perishable Goods, such as certain food or treat products where their nature means they are liable to deteriorate or expire.
· Sealed Good which are not suitable for return for health or hygiene reasons once they have been unsealed.
· Personalised or bespoke products made specifically to your requirements.
If you are unsure whether an item can be returned, please contact us before opening or using it and we will be happy to advise.
These exceptions do not affect your rights if a product is faulty, damaged, not as described or otherwise does not meet your legal rights.
4. Returning an item because you changed your mind.
Unless the item is faulty, damaged or incorrectly supplied, you are normally responsible for the cost of returning an item when you change your mind.
We recommend that you obtain proof of posting when returning an item , as we cannot be responsible for goods that are lost in transit while being returned to us.
Please send returns to
Distinctive Pets
Westwood Cottage
Thornholme
Driffield
E Yorkshire
YO25 4NN
Please contact us before sending your return so that we can provide any additional instructions that may be required.
5. Refunds for Cancelled Orders.
When you validly cancel an online order, we will refund the price you paid for the returned goods and the cost of the standard delivery option you originally selected.
If you selected a more expensive delivery service, we are only required to refund the cost of our standard delivery option.
We will normally issue your refund using the same payment method that you used to place the original order, unless we have agreed otherwise with you.
We will make the refund without undue delay and, in accordance with the law, no later that 14 days after:
· We receive the returned goods or
· You provide evidence that you have returned the goods.
Whichever is the earlier.
6. Faulty, damaged or incorrect items.
If your items is:
· Faulty
· Damaged when it arrives.
· Not as described
· The wrong item or
· Does not do what it is supposed to do.
Please contact us as soon as possible.
We will ask for details of the problem and, where appropriate, photographs to help us assess the issue.
Depending on the circumstances and your legal rights, we may offer a:
· Repair
· Replacement
· Refund or
· Other appropriate remedy
Your statutory consumer rights apply and are not affected by this policy.
If an item is faulty, damaged or incorrectly supplied, we will cover the reasonable cost of returning it to us where a return is required.
7. Food, Treats and other consumable products.
For food, treats and other consumable products, we cannot normally accept a change-of-mind return once the product has been opened or where the product is perishable or otherwise unsuitable for return.
If a food or treat product arrives damaged, is faulty, is incorrectly supplied or it not as described, please contact us and we will deal with the matter in accordance with your statutory rights.
If you believe a food or treat product may be unsafe or unsuitable, do not give it to your pet. Contact us immediately with your order details and details of the problem.
8. Sale Items
Sale and discounted items have the same statutory consumer rights as full-price items.
If a sale item is faulty, not as described, damaged or otherwise does not meet the requirements of consumer law, you will still have your statutory rights.
Where you simply change your mind about a sale item, the same cancellation rules described in this policy apply, subject to the legal exceptions explained above.
9. Exchanges
We do not operate a separate automatic exchange scheme.
If you have changed your mind abut an item and would like a different product, you can normally return the original item in accordance with this policy and place a new order.
If the item supplied is faulty, damaged or incorrect, please contact us and we will arrange an appropriate remedy.
10. Items lost or damaged during return.
Please package returned goods securely.
If you are returning an item because you have changed your mind, you are responsible for the goods until they reach us. We therefore recommend using a tracked or otherwise insured postal service and keeping your proof of postage.
11. Refunds for gifts.
If an item was purchased as a gift, our statutory refund rights apply to the person who made the purchase.
We may require proof of purchase before processing a return or refund.
12. Your statutory rights
This policy does not limit or exclude any rights you have under UK consumer law.
In particular, nothing in this policy affects your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If you have any questions about returning an item, please contact us:
Distinctive Pets
Westwood Cottage
Thornholme
Driffield
YO25 4NN
Email info@distinctivepets.co.uk
Telephone 07779 637507