Pet365 hope that you are pleased with your purchase.  However, should you need to return an item to us please refer to the information below:-

Damaged or Faulty Items

Pet365 will pack your order carefully and do all that we can to ensure that it will not be damaged during transit.  However, should you receive an item that is damaged or faulty then please notify Pet365 within 7 days of receipt of your order by emailing returns@pet365.co.uk or using the ‘messages’ option within your account and Pet365 will happily arrange an exchange or refund.  

Items will be checked for damage or faults when received by Pet365 and once confirmed a full refund will be provided.

Cancelling Your Order

If you would like to cancel your order then simply contact Pet365 by emailing orders@pet365.co.uk or using the ‘messages’ option within your account.  If emailing please quote your order number and the date of your order.  If your order has not been dispatched Pet365 will be happy to offer a full refund immediately.

If your order has been already been dispatched then please follow the procedure for general returns below.  

General Returns

If you have received your order and wish to return an item to Pet365 for any other reason then a notice of cancellation must be sent to Pet365 in writing, by email at returns@pet365.co.uk or by using the ‘messages’ option within your account within 7 working days of receipt of your order. 

You will then need to return any items to Pet365 within 14 days of receipt of your order.  Any items must be returned unused, with all labels and parts, in the original packaging and in the same condition as received.  If notice of cancellation is provided within 7 working days Pet365 will reimburse the value of the item ordered. 

Please note in the case of cancellations customers will be required to return items to Pet365 and will also be responsible for the postage costs of returning the order.  

If cancelled orders are not returned to Pet365 within 14 days, Pet365 reserve the right to arrange collection of the goods and charge the cost of collection to the customer.  Pet365 also reserve the right not to provide a refund where goods are not returned.  A refund will only be provided where goods are returned in a re-saleable condition. 

Ordered the Wrong Size?

The breed size guides provided for products such as collars and clothing are for guidance only.  Pet365 cannot guarantee that these guides will be correct for all animals, as all pets are individual. 

If you do require assistance with choosing the correct size product for your pet then please contact us at info@pet365.co.uk or on 0845 604 6462.  Please ensure that you measure your pet carefully before contacting us so that we are able to assist you. 

Pet365 are happy to offer an exchange service if you have ordered items in an incorrect size.   If you do require exchange of an item then you must contact Pet365 by emailing returns@pet365.co.uk or using the ‘messages’ option within your account within 7 working days of receipt of your order.

Any requests to exchange an item which are received after 7 working days of receipt of your order will require payment of an additional delivery charge at the same rate as your original order. 

Customers will be responsible for returning items for exchange and also for the postage costs of returning items.  Such items must be returned to Pet365 within 14 days.


For customer protection Pet365 recommends that all returned items should be sent by registered or recorded delivery as Pet365 cannot be held responsible for any losses caused as a result of the postal system.

All returns must be sent to Pet365 (Returns Dept), 33 The Comp, Eaton Bray, Dunstable, Beds, LU6 2DH.