We want you and your pet to love everything you buy from ushopmad. If something isn’t right, here’s how we’ll put it right. This policy does not affect your statutory rights under UK consumer law.
30-day returns
You can return most items within 30 days of delivery for a full refund if you change your mind. This is longer than the 14-day cancellation period required by law.
- Items must be unused, in their original condition and packaging.
- For hygiene reasons, opened grooming items, bowls and chews can only be returned if faulty.
- You pay the cost of returning change-of-mind items. We recommend a tracked service, as we can’t refund parcels lost in transit.
Personalised and made-to-order items
Items printed or personalised to your order (for example, custom name or photo products) can’t be returned for a change of mind, as they’re made specially for you. If one arrives faulty, damaged or misprinted, we’ll replace it or refund you in full.
Faulty, damaged or wrong items
If your order arrives faulty, damaged or isn’t what you ordered, contact us within 30 days of delivery with your order number and a photo. We’ll send a free replacement or a full refund, including your original delivery charge, and cover any return postage.
How to return an item
- Contact us via our Contact page with your order number and the items you’d like to return.
- We’ll reply within 2 working days with the return address and instructions. Please don’t send items back before contacting us, as we ship from more than one UK warehouse.
- Send the item back within 14 days of our reply.
Refunds
We’ll refund you within 14 days of receiving your return (or evidence you’ve sent it), to your original payment method. For change-of-mind returns, we refund the item price and standard delivery charge. If you chose free delivery, there is no delivery charge to refund.
Cancelling an order
You can cancel any order before it is dispatched for a full refund. Orders are usually dispatched within 1–2 working days, so please contact us as soon as possible. Personalised items can’t be cancelled once production has started.
Contact us
Questions about a return? Get in touch via our Contact page and we’ll be happy to help.