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Pets Villa Help Centre

You have 14 days from receiving your order in which to return it. Please send us an email to info@petsvilla.co.uk within 14 days of receiving your order, and we'll let you know how to return it. Once we receive your return, we will check the condition of the item(s) and refund you. Please be aware that you are responsible for covering the return shipping cost. 

For items returned to us, we ask that:​
You keep the boxes and packaging that the items came in; in brand new condition.
The item(s) are returned in their original condition including the order number and the returns form provided. 
You’ve emailed us at: info@petsvilla.co.uk to process your return within 14 days of your Payment Confirmation. 
You are responsible for covering the cost of returns. 
* Please note that frozen products are non returnable or refundable.

What if I don't like it?

Once an order is placed, our processing department works swiftly to ensure prompt delivery. Regrettably, we are unable to accommodate changes or cancellations once an order has been submitted. We apologise for any inconvenience this may cause and appreciate your understanding of our efficient processing procedures.

Can I change or cancel my order?

It is up to the customer to schedule a redelivery with their selected provider. Please use your tracking number on your selected carriers website.

What if I miss my delivery? 

Dear Customer,

On PETS VILLA checkout page, you'll see a delivery estimate. Delivery is when we expect the items to be delivered to your door after dispatch. Currently, we aim to dispatch your items in 2 business days after placing an order.*

* For items with a length over 1 metre or weight above 30kg, we will dispatch the order within 7 business days. 

Kind regards,

Pets Villa Customer Service Team
 Pets Villa


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