Easy Returns

Please let us know within 14 days of receiving it. You then have a further 14 days to return the item to us. This does not apply to frozen products, please see the “Frozen Products” sections below.

All goods must be returned unused, as new, in a saleable condition with the original packaging. We reserve the right to refuse a refund if the item has not been returned to us in a saleable condition.

You will be refunded for the products returned in line with the paragraph above plus the delivery cost of your original order.

We reserve the right to charge for the shipping cost of the return.

Our returns address is:

Pets & Friends Website Returns

Pedigree Wholesale Westerleigh

Westerley Business Park

Goodrich Close

Yate

Bristol

BS37 5YT

When we receive a returned item we will check it is in a saleable condition before issuing a refund to the original payment method for your order. You will receive an email from Pets & Friends to inform you that your refund has been processed. All refunds are subject to standard bank clearing times which usually takes between 3 - 5 days.

We understand that sometimes the product you have ordered might not be 100% right for example it’s not the right size, style, or colour. In this instance, you will need to return the original order and place a separate order for any alternative.

It sometimes happens! If you receive a faulty, incorrect, or damaged products please get in touch with us immediately so that we can resolve the matter for you.
Please contact us via email at customerservices@petsandfriends.co.uk , phone us on 0115 695 0252 during office hours, (Monday to Friday 8.30am - 4pm, or use the contact form here.

All goods must be returned in their original packaging. We can then inspect the items and pass them onto the relevant manufacture for assessment wherever as necessary. If following an investigation of the product, we believe it is not a fault with the product itself, we will contact you to discuss this. We reserve the right to refuse a refund on the item.

If we believe that the goods may have been damaged deliberately or due to carelessness, we reserve the right to refuse a refund on the item.

If there are items missing from your delivery, please contact us within 48 hours or receiving your order. 

Please contact us via email at customerservices@petsandfriends.co.uk , phone us on 0115 695 0252 during office hours, (Monday to Friday 8.30am – 4pm, or use the contact form here.

Frozen products will be delivered the next working day after dispatch and you must be available to accept delivery at the shipping address. If you are unable to accept the delivery and the order is returned to our warehouse, due to the perishable nature of frozen products we are unable to provide a refund.

Orders containing frozen products can be cancelled at any time up until 8.00am on the day prior to the day of delivery. Due to the perishable nature of frozen products we are unable to accept cancellation after the order has been dispatched. 

The easiest way to contact us is via email at customerservices@petsandfriends.co.uk and your email must include the subject line ‘Frozen Order Cancellation’

This cancellation policy does not affect your statutory rights.

Frozen products will be delivered the next working day after dispatch and you must be available to accept delivery at the shipping address. If you are unable to accept the delivery and the order is returned to our warehouse, due to the perishable nature of frozen products we are unable to provide a refund.

We are unable to accept the returns of orders containing frozen products due to their perishable nature. This does not affect your statutory rights where the goods are faulty or not as described.

If you have any query about the products in your order, please contact us via email at customerservices@petsandfriends.co.uk , phone us on 0115 695 0252 during office hours, (Monday to Friday 8.30am – 4pm, or use the contact form here.