Refund policy
This Return & Refund Policy applies to eligible products purchased through doolittlespetstores.com.
Nothing in this policy is intended to limit or exclude any statutory rights available to consumers under applicable UK law.
1. 30-Day Return Period
Eligible online purchases may be returned within 30 calendar days from the date of delivery.
To qualify for a return, the product should:
- Be returned in its original condition
- Not have been used beyond what is reasonably necessary to inspect it
- Include original packaging, labels, accessories, parts, and instructions where applicable
- Be free from significant signs of use, damage, contamination, stains, or pet-related wear
- Not have been damaged through misuse, neglect, improper storage, alteration, or improper care
- Include suitable proof of purchase or order information
Return requests submitted after 30 calendar days from delivery may not be accepted under our voluntary return policy unless otherwise required by applicable law.
2. How to Request a Return
All return requests must first be submitted by email.
If you wish to request a return, please contact our customer support team at:
Email: support@doolittlespetstores.com
Please include the following information in your email:
- Your full name
- Order number
- Email address used at checkout
- Product you wish to return
- Reason for the return
- Photographs, where relevant, if the item is damaged, defective, incorrect, misdescribed, or has another identifiable issue
Please do not send any product back before contacting us by email and receiving return instructions.
Products returned without prior email communication or without following the return instructions provided may experience delays in processing.
3. Change-of-Mind Returns
If you change your mind about an eligible purchase, you may request a return within 30 calendar days from delivery.
To begin a change-of-mind return, you must first contact us by email at support@doolittlespetstores.com.
For a voluntary change-of-mind return, the product should remain clean, complete, and in a suitable return condition.
Products showing significant use, damage, contamination, alteration, or other material changes after delivery may not qualify for a full voluntary refund.
Nothing in this section affects any statutory consumer rights that may apply.
4. Damaged, Defective, Incorrect, or Misdescribed Products
Please inspect your order as soon as reasonably possible after delivery.
If you receive a product that is:
- Damaged
- Defective
- Incorrect
- Not as described
- Missing required parts or accessories
- Otherwise not compliant with applicable legal requirements
please contact us by email at support@doolittlespetstores.com as soon as reasonably possible.
Your email should include your order number and photographs where appropriate.
Depending on the circumstances and applicable law, an appropriate remedy may include:
- Refund
- Replacement
- Repair
- Exchange
- Another suitable remedy
Please wait for our return instructions before sending the product back.
5. Return Shipping Costs
Change-of-Mind Returns
For eligible change-of-mind returns, customers are generally responsible for return shipping costs where permitted by applicable law.
Before returning the product, please contact us by email and wait for return instructions.
We recommend using a tracked delivery service and retaining proof of postage until the return has been completed.
Damaged, Defective, Incorrect, or Misdescribed Products
If a product is faulty, damaged, misdescribed, or incorrectly supplied, please contact us by email before returning it.
Return arrangements and reasonable return costs will be handled in accordance with applicable UK consumer law.
6. Restocking Fees
Doolittles Pet Stores does not charge a restocking fee for approved eligible returns.
Where permitted by applicable law, a refund may be reduced if the value of a product has been diminished because it was handled beyond what was reasonably necessary to inspect it.
7. Refund Processing
Once an authorised returned product has been received, it will be inspected.
If the return is approved:
- The refund will normally be issued to the original payment method
- Refunds are normally processed within 10 business days after the returned product has been received and inspected
- Your bank, card issuer, or payment provider may require additional time before the funds appear in your account
Where applicable law requires a different refund timeframe or remedy, the relevant statutory requirement will apply.
8. When a Refund May Be Reduced or Declined
A full voluntary refund may not be available where:
- The product has been significantly used
- The item was damaged after delivery
- Parts, accessories, or required components are missing
- The product contains stains, dirt, contamination, or other significant signs of use
- The product has been altered or modified
- Damage occurred through misuse, neglect, improper storage, or improper care
- The return request is submitted outside the 30-day return period
- The return otherwise does not meet the conditions of this policy
Where permitted by law, a refund may be reduced to reflect any diminished value resulting from excessive handling.
This does not affect statutory remedies for faulty, damaged, incorrect, or misdescribed products.
9. Exchanges
Where suitable stock is available, we may offer an exchange in appropriate circumstances.
If you wish to request an exchange, please contact us first by email at support@doolittlespetstores.com.
An exchange may be available where:
- The wrong product was supplied
- A product arrived damaged
- A product has a manufacturing defect
- Another eligible replacement is appropriate
Direct exchanges may not be available in every case.
Where an exchange cannot be provided, an eligible refund or another appropriate remedy may be offered.
10. Order Cancellations
If you wish to cancel an order before dispatch, please contact us by email as soon as possible at support@doolittlespetstores.com.
We may be able to cancel or modify an order before it enters processing or dispatch.
Once an order has been dispatched, we may no longer be able to stop the shipment.
Any applicable statutory cancellation rights remain unaffected.
11. Missing Refunds
If you have been notified that your refund has been processed but it has not yet appeared in your account:
- Check your bank, card, or payment account.
- Allow any additional processing time required by your payment provider.
- Contact your bank, card issuer, or payment provider.
- Email support@doolittlespetstores.com if you still require assistance.
Please include your order number and any relevant refund information in your email.
12. Proof of Purchase
We may request reasonable proof that the product was purchased from Doolittles Pet Stores.
Proof of purchase may include:
- Order confirmation
- Order number
- Receipt
- Payment record
- Other reasonable evidence of purchase
13. Contact Information
Business Name: Doolittles Pet Stores
Business Email: support@doolittlespetstores.com
Business Phone: +44 1773 880742
Business Address: 21 Strutt St, Belper DE56 1UN, United Kingdom
Online Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT)
Order Cut-Off Time: 5:00 PM (GMT)
Important Return Information
- Return Period: 30 calendar days from delivery
- Return Request Method: All return requests must first be submitted by email to support@doolittlespetstores.com
- Refund Processing Time: 10 business days after the returned item has been received and inspected
- Restocking Fee: No restocking fee for approved eligible returns
- Customers should not send products back before receiving return instructions by email
- Approved refunds are normally issued to the original payment method
- Change-of-mind return shipping is generally the customer's responsibility where permitted by law
- Products showing significant use, damage, contamination, or alteration may not qualify for a full voluntary refund
- Damaged, defective, incorrect, or misdescribed goods are handled in accordance with applicable UK consumer law
- Additional bank or payment-provider processing time may apply after a refund has been issued
- Nothing in this policy limits or excludes statutory consumer rights available under applicable UK law