Refund & Returns Policy

Refund & Returns Policy

Last updated: 29 August 2026

We want you and your pet to be happy with what you have bought. If something is not right, this policy explains exactly what you can do about it. It applies to every order placed on petzova.co.uk.

Our 30-Day Return Window

You have 30 days from the day your order is delivered to request a return, for any reason. You do not need to give us a reason and the product does not need to be faulty.

To be eligible, the item must be complete — with all accessories, cables and manuals — and returned in its original packaging where reasonably possible. You will also need your order number or proof of purchase.

You are welcome to open the box and let your pet try it. We accept items that have been opened or used. If an item comes back in a condition that means we cannot resell it, we may reduce your refund by a reasonable amount to reflect that loss in value, and we will tell you the amount and the reason before we process it.

How to Start a Return

Email contact@petzova.co.uk with your order number and a short note about why you are returning the item. We reply within 1 business day.

Once your return is approved we will send you return instructions and confirm the return address. Please do not send anything back before contacting us — unauthorised parcels cannot always be matched to an order.

Returns are sent to:

Petzova Returns
Unit 20 C65 Witworth House
28 Charles Street
Stockport, Greater Manchester SK1 3JR
United Kingdom

Who Pays for Return Postage

If the item is faulty, damaged, or not what you ordered, we cover the full cost of return postage and will send you a prepaid label.

If you are returning an item because you changed your mind, you are responsible for the cost of sending it back to us. The goods remain your responsibility until they reach us, so please use a tracked service and keep your proof of postage.

We never charge a restocking fee.

Refunds

We will email you once your return has arrived and been inspected, and let you know whether the refund has been approved.

Approved refunds are issued to your original payment method, in Pounds Sterling (GBP, £), within 10 business days of us receiving the item. Your bank or card issuer may take a few additional days to post the refund to your account.

If more than 15 business days have passed since we confirmed your refund and it has not appeared, email contact@petzova.co.uk and we will chase it.

Damaged, Faulty or Incorrect Items

Please check your order when it arrives. If an item is damaged, faulty, or not what you ordered, email us within 7 days of delivery with your order number and photographs of the item and its packaging.

We will arrange a replacement or a full refund, including every delivery charge you paid, at no cost to you. You do not need to return a damaged item before we resolve it unless we specifically ask you to.

Where a fault appears later, your rights under the Consumer Rights Act 2015 to a repair, replacement or partial refund still apply.

Exchanges

The quickest way to exchange an item is to return the one you have for a refund and place a new order. Contact us first and we will make sure the two are handled together.

Cancelling an Order

If your order has not yet been dispatched, email us and we will cancel it and refund you in full, with no need to return anything.

Orders That Never Arrive

If your order has not arrived within 20 business days of being placed, contact us with your order number. We will open an enquiry with the carrier and, if the parcel is confirmed lost, send a free replacement or issue a full refund at your choice.

Your Statutory Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason, and a further 14 days to send the goods back. Where you cancel under this right, we also refund the standard outbound delivery charge you paid. The cost of returning the goods to us is yours unless the item is faulty or not as described.

This statutory right applies to all items, including items bought in a sale, and sits alongside — and does not replace — the 30-day return window described above. Nothing in this policy affects your rights under the Consumer Rights Act 2015 in relation to goods that are faulty, not as described, or not fit for purpose.

Items We Cannot Accept Back

We cannot accept returns of gift cards. Everything else we sell can be returned under the terms above.

Where We Ship and Return From

We currently ship to United Kingdom addresses only, so all returns are handled within the UK using the address above.

Contact

Any question at all about a return, email contact@petzova.co.uk or call +44 872 392 9017. A real person replies within 1 business day, Monday to Friday, 9am–5pm UK time.

Petzova — a trading name of Faizan Nisar Ltd, registered in England and Wales, company number 17188970
Unit 20 C65 Witworth House, 28 Charles Street, Stockport, Greater Manchester SK1 3JR, United Kingdom
Email: contact@petzova.co.uk

See also our Terms of Service and Shipping Policy.