Returns Policy

Pet Food 4U – Returns & Refunds Policy (UK)

Last updated: 28 October 2025

This policy applies to customers in the United Kingdom who purchase directly from Pet Food 4U Limited.

1. Your legal rights

Changed your mind

If you buy online, you can usually cancel your order within 14 days of receiving your goods. This is sometimes called the cooling-off period. If you cancel, you then have a further 14 days to return the items to us. We will refund the price paid for the goods and the cost of the basic standard delivery option. Any upgraded or express delivery charges are not refunded.

Faulty goods

If goods are faulty, not as described, or unfit for purpose, you have legal rights under the Consumer Rights Act 2015. This includes a short-term right to reject within 30 days for a full refund in most cases. After 30 days, you may be entitled to a repair or replacement, and if that is not possible or does not resolve the issue, a refund may be due. Claims for faulty goods can generally be brought for up to 6 years from delivery in England, Wales, and Northern Ireland, and 5 years in Scotland.

Nothing in this policy affects your statutory rights.

2. Returns we can accept

We are happy to accept returns of unopened, unused products in their original, undamaged packaging within the 14-day cancellation period.

To help us process your refund quickly, please keep all original packaging, labels, tags, and accessories intact.

3. Items excluded from change-of-mind returns

For health, hygiene, and safety reasons, we cannot accept returns of the following unless they are faulty:

  • pet food that has been opened or unsealed after delivery

  • perishable items that may deteriorate or expire rapidly, including fresh or frozen products

These exclusions are consistent with the Consumer Contracts Regulations.

If you are unsure whether your item is eligible for return, please contact us before sending it back.

4. Faulty, damaged, or incorrect items

Faulty items

If your item is faulty, please contact us as soon as possible. If you report the fault within 30 days of delivery, you will usually be entitled to a full refund. After that, we may offer a repair or replacement first. If that is unsuccessful or not possible, you may be entitled to a refund.

Damaged in transit

If your order arrives damaged, please notify us as soon as possible and, where possible, within 48 hours of delivery. Please include photos of the damage so we can investigate and put things right quickly.

Incorrect item received

If we have sent you the wrong item, we will either send the correct item or issue a full refund. We will cover the reasonable return costs.

5. How to cancel or return an order

If you wish to return an item because you have changed your mind:

  1. Contact us within 14 days of receiving your order to tell us you wish to cancel.

  2. Return the item to us within 14 days of notifying us.

  3. Unless the item is faulty, damaged, or incorrect, you are responsible for the cost of return postage.

  4. We recommend using a tracked service and keeping proof of postage.

  5. Once we receive the returned goods, or acceptable proof that they have been sent back, we will process your refund within 14 days.

6. Who pays for return postage?

Change of mind

You are responsible for return postage costs unless we state otherwise.

Faulty, damaged, or incorrect items

We will cover reasonable return postage costs or provide a prepaid return label where appropriate. Under UK rules, this needs to be made clear in advance for change-of-mind returns.

7. Refund method and timing

Refunds will be made using your original payment method.

Where you cancel under the cooling-off period, we will issue your refund within 14 days of receiving the returned goods, or within 14 days of receiving evidence that you have sent them back, whichever is earlier. If we arrange to collect the goods from you, your refund will be made within 14 days of your cancellation.

8. Exchanges

If you would like a different item, please return the original item in line with this policy and place a new order.

If the item is faulty, damaged, or incorrect, please contact us first so we can resolve it without you having to pay extra postage.

9. Packaging and condition of returns

Please package returned items securely to avoid damage in transit.

If a returned item shows handling beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect any loss in value where the law allows.

10. Time limits for reporting issues

Your key legal rights include:

  • up to 30 days to reject faulty goods in many cases

  • up to 6 months where a fault is presumed to have been present at delivery unless we can prove otherwise

  • up to 6 years to bring a claim in England, Wales, and Northern Ireland, or 5 years in Scotland

11. Items we cannot refund or replace unless faulty

We cannot offer refunds or replacements for:

  • opened or unsealed pet food, unless faulty

  • perishable or frozen items once defrosted, or where shelf life is limited

  • products not purchased directly from Pet Food 4U Limited; these should be returned to the original retailer

12. Returns address and contact details

Pet Food 4U Limited
Returns Address:
6 Barrow Road
Harwell Village
OX11 0EB

Email: support@petfood4u.co.uk
Telephone: 07444 638808
Returns Portal: petfood4u.co.uk/returns

Please include your order number, the items being returned, and the reason for return.

13. Complaints and alternative dispute resolution

If we are unable to resolve your complaint directly, you may wish to consider an independent alternative dispute resolution provider. We are not obliged to use ADR, but we will let you know if there is a suitable scheme in the event of a dispute.

14. Statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.