Returns, Refunds & Subscription Cancellation Policy

1. Returns and your statutory rights

Under UK consumer law, you generally have 14 days after receiving your order to cancel an eligible online purchase without giving a reason. You must notify us within this period and normally have a further 14 days to return the goods.

For change-of-mind returns, products should be unopened, unused, with their original seals, labels and packaging intact, wherever possible. Please keep your receipt or proof of purchase.

Certain exceptions apply, including rapidly perishable products and sealed hygiene-sensitive goods once unsealed. Where permitted by law, refunds may be reduced if products have been handled beyond what is reasonably necessary to inspect them.

To request a return, contact us through our Contact Us page or email hello@petstruehouse.co.uk before sending anything back.

Eligible refunds, standard delivery charges and return postage costs will be handled in accordance with your statutory rights.

2. Our 60-day money-back guarantee

We want you and your dog to love Pets True House.

If you're not completely satisfied with your first purchase of a Pets True House branded product directly from our UK website, you can request a refund within 60 days of delivery, even if you've opened and tried one pack.

This guarantee also covers your first Subscribe & Save order, but not subsequent subscription renewals.

To make a claim, contact us through our Contact Us page or email hello@petstruehouse.co.uk within 60 days of delivery. Include your order number, product name, pack size and a photograph of the pack.

The following conditions apply:

• One guarantee claim per household.
• Refunds are limited to one pack at the price actually paid after discounts.
• For multipacks, we will refund the proportion of the purchase price attributable to one individual pack.
• Delivery charges are excluded from this voluntary guarantee.
• Please contact us before returning or disposing of the product.

Approved refunds will be issued to your original payment method.

Important: Claiming under this guarantee does not automatically cancel an active Subscribe & Save subscription.

This guarantee is additional to your statutory consumer rights and does not affect them.

3. Subscribe & Save cancellations

Our Subscribe & Save service allows you to receive eligible products automatically at your selected delivery frequency.

You can cancel your subscription at any time, without cancellation fees or a minimum commitment.

How to cancel your subscription

You have two options:

Option 1: Cancel through your account

1. Visit My Account and sign in.
2. Open the Subscriptions section.
3. Select Manage Subscription for the subscription you wish to cancel.
4. Choose the cancellation option and confirm your decision.

Once successfully cancelled, no further renewal orders will be generated for that subscription.

Option 2: Cancel by email

Email hello@petstruehouse.co.uk with the subject Subscribe & Save Cancellation. Please include your registered email address and, if available, your order or subscription reference.

You do not need to provide a reason for cancelling or sign in to your account. We may request reasonable information to verify your identity. We will confirm your cancellation by email.

Cancelling before your next delivery

To prevent your next recurring order, please cancel before that order is processed.

If a renewal order has already been processed or charged, cancelling your subscription will stop future renewals but may not automatically cancel or refund that order.

Please contact us promptly if you also wish to cancel an order already in progress. We will review its status and your applicable statutory rights.

Pausing or changing your subscription

You may also be able to pause your subscription, change your next delivery date or adjust available subscription settings through your account. Pausing is different from cancelling: a paused subscription may be resumed later.

If you need assistance, please contact customer services.

4. Accessing your account after placing an order

If you placed an order without creating a password, you can access your customer account using the secure account-setup link sent to your registered email address.

1. Open the account-access email received after placing your order.
2. Click Choose your password.
3. Follow the secure link to set your password.
4. Sign in to My Account to view your orders and manage any active subscriptions.

If your account-setup link has expired, use Forgot your password on the sign-in page to request a new link.

If you cannot access your account, email hello@petstruehouse.co.uk for assistance.

You do not need to activate an account to cancel your subscription by email.

5. Damaged, faulty or incorrect items

If your order arrives damaged, incomplete, faulty or incorrect, please contact us as soon as possible. Include your order number, a description of the issue and photographs where available. We may request further details to help resolve the problem.

Where products are faulty, unsafe or not as described, we will provide an appropriate remedy in accordance with your rights under the Consumer Rights Act 2015. This may include a refund, replacement or other legally required resolution.

6. Pet food hygiene and returns

Because pet food and treats can be hygiene-sensitive, opened, unsealed or partly used products may not be eligible for a change-of-mind return where a legal exception applies.

However, this does not affect your rights if a product is faulty, unsafe or not as described.

Our 60-day money-back guarantee also allows you to open and try one pack where the guarantee conditions are met. Please contact us before returning any products so we can provide appropriate instructions.

7. Refund processing

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

For statutory cancellations, refunds will be processed within the timescales required by UK law, generally within 14 days of receiving returned goods or evidence of their return, whichever is earlier. Where no return of goods is required, the applicable statutory deadline will apply.

Refunds under our voluntary 60-day money-back guarantee will be processed once your claim has been reviewed and approved. It may take additional time for the refund to appear in your account, depending on your bank or payment provider.

Cancelling a subscription does not automatically entitle you to a refund for an order already processed or delivered. Your applicable statutory rights remain unaffected.

8. Exchanges and replacements

Where appropriate, we may offer a replacement, resend or other suitable resolution if an item is damaged, defective or supplied incorrectly. If you are legally entitled to a refund, you will not be required to accept a replacement instead.

9. Contact us

If you need help with a return, refund, subscription cancellation or account access, our customer services team is here to help.

Email: hello@petstruehouse.co.uk

Please include your order number or subscription reference where available so we can assist you more quickly.

10. Business correspondence address

Pets True House is a trading name of Archer Ecom Ltd.

Not open to the public.

No returns accepted at this address.