Returns & Refunds Policy
Legal - Updated June 2026
How to return an item, and how refunds and exchanges work.
On this page
Overview
Our 30-Day Returns
How To Return An Item
Refunds
Exchanges
Faulty Items
Items We Cannot Accept
Your Statutory Rights
Contact Us
Overview
We want you and your pet to love everything you order. If something is not right, this policy explains how to return it. These rights are in addition to your statutory rights under the Consumer Rights Act 2015.
Our 30-Day Returns
You have 30 days from the date you receive your order to return an item for a refund or exchange, provided it is unused, in its original condition and with any tags and packaging.
How To Return An Item
To start a return:
• Email hello@thepetassembly.co.uk with your order number and what you would like to do
• We will send a return label and clear instructions within 24 hours
• Pack the item securely and send it back to us
Refunds
Once we receive and check your returned item, we will process your refund to your original payment method within 5 working days. We will refund the price of the product. Original delivery charges are non-refundable unless the item is faulty.
Exchanges
Need a different size or colour? Let us know and, subject to availability, we will send the replacement as soon as we receive your return.
Faulty Items
If an item is faulty or not as described, contact us straight away. We will arrange a replacement, repair or full refund including any delivery costs, and we will cover the cost of return. A faulty item is always our responsibility to put right.
Items We Cannot Accept
For hygiene reasons we are unable to accept returns of used beds, bowls, toys or grooming products unless they are faulty. This does not affect your rights if an item is faulty.
Your Statutory Rights
Nothing in this policy affects your legal rights, including your right to cancel certain online orders within 14 days under the Consumer Contracts Regulations and your rights under the Consumer Rights Act 2015.
Contact Us
Need help with a return? Email hello@thepetassembly.co.uk.