Return & Refund Policy

At Petnix, we want you to be satisfied with your purchase. This Return & Refund Policy explains how returns, cancellations, exchanges, and refunds are handled.

This policy does not affect any statutory rights you may have under applicable UK consumer law.

30-Day Return Policy

Petnix accepts eligible returns within 30 days of delivery.

To request a return, please contact us at contact@petnix.co.uk within the applicable return period.

For returns made under our voluntary 30-day return policy, items should normally be:

In their original condition
Unused, except for reasonable inspection
Complete with all parts and accessories
Returned with the original packaging where reasonably possible
Accompanied by proof of purchase or your order number

Please do not send a return before contacting us and receiving the appropriate return instructions.

UK Right to Cancel

Customers purchasing goods online in the United Kingdom generally have a legal right to cancel eligible purchases within 14 days after receiving the goods, without giving a reason.

After informing us that you wish to cancel, you generally have a further 14 days to return the goods.

These statutory cancellation rights apply subject to any exceptions provided by UK consumer law.

How to Request a Return

To start a return, please contact us at:

Email: contact@petnix.co.uk
Phone: +44 7537 102504

Please include:

Your full name
Your order number
The item you wish to return
The reason for the return
Photographs if the product is damaged, faulty, or incorrect

Once your return request has been reviewed, we will provide you with the appropriate return instructions.

Change of Mind Returns

If you change your mind about an eligible purchase, you may request a return within the applicable return period.

For change-of-mind returns, the customer is generally responsible for the cost of returning the item unless otherwise required by law.

We recommend using a tracked shipping service when returning an item, as you remain responsible for the package until it reaches the designated return location.

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, or different from what you ordered, please contact us as soon as possible.

Please provide your order number and clear photographs showing the issue where appropriate.

If the item is confirmed to be faulty, damaged, or incorrect, we will provide an appropriate remedy in accordance with applicable UK consumer law.

Where Petnix is responsible for the return, you will not be required to pay reasonable return shipping costs.

Items Damaged During Delivery

If your package or product arrives damaged, please contact us promptly after delivery.

Please retain the item and its packaging while we review the issue, as photographs or additional information may be required.

We will assess the situation and provide you with the appropriate next steps.

Return Shipping Costs

For eligible returns made because you have changed your mind, return shipping costs are generally the responsibility of the customer.

If an item is faulty, damaged, or incorrect, Petnix will cover reasonable return shipping costs where required.

Any applicable return charges will be clearly communicated before you send the item back.

Condition of Returned Items

Customers may inspect products in a reasonable way, similar to how they could inspect an item in a physical shop.

Where permitted by law, we may make an appropriate deduction from a refund if the value of an item has been reduced because it has been handled beyond what was reasonably necessary to inspect its nature, characteristics, and function.

Non-Returnable Items

Certain products may not be eligible for change-of-mind returns where an applicable legal exception applies.

This may include products that have been personalized or made specifically for the customer.

Faulty or misdescribed goods remain subject to applicable statutory consumer rights.

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

Exchanges

If you would like a different product, please contact us to discuss the available options.

Where appropriate, the simplest option may be to return the eligible item and place a new order.

Faulty, damaged, or incorrect products will be handled separately in accordance with this policy and applicable law.

Refunds

Once your returned item has been received, we will review it and notify you regarding your refund.

Where a statutory cancellation right applies, refunds will be issued within the time-frame required by UK law.

For qualifying online cancellations, a retailer must generally issue the applicable refund within 14 days of receiving the returned goods.

Approved refunds will normally be returned to the original payment method.

After Petnix issues a refund, your bank or payment provider may require additional processing time before the funds appear in your account.

Original Delivery Charges

Where UK statutory cancellation rights apply to the cancellation of an entire eligible order, we will refund the applicable standard delivery charge as required by law.

If you selected a more expensive delivery service than our standard delivery option, any additional delivery upgrade cost may not be refundable.

Partial Returns

If you return only part of an order, any refund of the original delivery charges will depend on the circumstances of the return and applicable consumer law.

Eligible returned products will be refunded according to this policy.

Cancel or Change an Order

If you wish to cancel or change an order before it has been dispatched, please contact us as soon as possible.

We will do our best to accommodate your request, but we cannot guarantee that an order can be changed or cancelled once processing or dispatch has begun.

Your statutory cancellation rights remain unaffected where applicable.

Refund Not Received

If we have confirmed that your refund has been issued but you have not yet received it, please allow sufficient time for your bank or payment provider to process the transaction.

If the refund still does not appear after the expected processing period, please contact us and we will assist you.

Contact Petnix

For any questions regarding a return, refund, cancellation, exchange, or damaged product, please contact us:

Business Name: Petnix
Email: contact@petnix.co.uk
Phone: +44 7537 102504
Address: 1 Spring Gardens, Gainsborough, DN21 2AU, United Kingdom