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Returns & Refunds

Whilst we’re confident that your pet will love their products, we understand sometimes things just aren’t quite right! So below we've put some information to help put your mind at ease and answer some questions you may have.

Can I return my order?

Yes, you can return your order up to 90 days after purchase. Just make sure the item is in the condition in which it arrived to you. The item should not have been damaged, chewed, washed, altered, pecked or barked at (we can tell!).

How do I return it?

You can send your item/order back to our returns team at the below address:

Returns Department

Epic Pets

50 Oswin Road

Leicester

LE3 1HR

We recommend using a tracked service and that you retain a copy of your receipt or proof of postage just in case anything happens to your item whilst it is on its way back to us.

How much will it cost?

That depends on which service you use or size/weight of your product. We recommend using Royal Mail, Hermes or DPD.

If we’ve made a pigs ear of your order then we’ll cover the returns costs for you!

What else do I need to know?

We aim to get your return processed within 14 working days, but you’ll be kept up to date along the way with updates emailed to you at various stages.

If you’re unsure at any time, just contact us and we’ll be able to give you an update on what’s going on.

If you’ve asked for an exchange and the replacement item is not available, then we’ll process an automatic refund for that item.

We will only accept liability for the product once it has been delivered back to us. Liability will remain with the customer until this time.

We are not responsible for any items sent/returned to us by accident. If you want these items back, we may ask you to cover the postage costs.

We reserve the right to refuse any refund or exchange if we deem the item to not be in its original condition, saleable condition or the description advised prior to the return.