Refund policy

Effective Date: 06/01/2026

Welcome to Market Rasen Pet Center. We strive to provide a positive shopping experience and quality products for pets and their owners. This Return & Refund Policy outlines the conditions under which returns and refunds may be accepted.

By placing an order with us, you agree to the terms described below.

1. Return Eligibility

We offer a 30-day return window from the date of delivery.

To be eligible for a return:

  • The item must be unused and in its original condition.
  • The item must be returned in its original packaging where applicable.
  • Proof of purchase or order confirmation is required.

Returns that do not meet these conditions may not be accepted.

2. Return Window

  • Customers have 30 days from the delivery date to request a return.
  • Return requests submitted after this period may not be accepted.
  • We recommend contacting us as soon as possible if you wish to return an item.

3. Return Shipping Responsibility

Customers are responsible for:

  • Return shipping costs for change-of-mind returns.
  • Arranging their own return shipping method.
  • Providing a valid tracking number for returned items.

If an item arrives damaged, defective, faulty, or incorrect, return shipping costs may be covered following review and approval of the claim.

Original shipping charges are non-refundable unless otherwise required by applicable law.

4. Restocking Fee

We do not charge a restocking fee.

Our restocking fee is 0%.

Customers remain responsible for applicable return shipping costs unless otherwise stated.

5. How to Initiate a Return

To request a return, please contact us at:

Email: support@Marketrasenpetcenter.com

Please include:

  • Your order number
  • Product name
  • Reason for the return
  • Photographs where applicable

Our support team will review your request and provide further instructions.

Please contact us before returning an item so that we can provide the appropriate return instructions.

6. Refund Process

Once your returned item has been received and inspected:

  • We will assess whether the returned item meets our return eligibility requirements.
  • If your refund is approved, it will be issued to your original payment method.
  • Approved refunds will be processed within 10 business days from the date the return is approved.
  • You will receive confirmation once your refund has been processed.

Please note that your bank, card issuer, or payment provider may require additional time for the refunded amount to appear in your account.

7. Refund Conditions

Refunds may be issued when:

  • The item meets the return eligibility requirements.
  • The item is received in an acceptable condition.
  • The required proof of purchase or order information is provided.

A partial refund or no refund may apply where permitted if:

  • The item shows signs of use.
  • The item has been damaged after delivery.
  • Parts, accessories, or original packaging are missing.
  • The item has been altered, washed, or otherwise changed.
  • The return does not comply with this policy.

This does not affect any statutory rights relating to faulty, damaged, incorrect, or misdescribed products.

8. Non-Refundable Items

Certain products may not qualify for a change-of-mind refund if they have been used, damaged, altered, contaminated, washed, or otherwise returned in a condition that does not meet our return requirements.

This may include products from the following collections:

Dog Toys & Enrichment

Returns may not be accepted for:

  • Used dog toys.
  • Toys showing signs of chewing, biting, scratching, saliva, stains, damage, or excessive wear.
  • Products that have been altered or damaged after delivery.

Interactive Treat & Puzzle Toys

Returns may not be accepted for:

  • Used interactive, puzzle, or treat-dispensing toys.
  • Products showing food residue, saliva, chewing, scratching, stains, damage, or excessive wear.
  • Products with missing pieces, accessories, or components.
  • Products that have been modified or damaged after delivery.

Pet Bowls & Feeding Essentials

Returns may not be accepted for:

  • Used pet bowls or feeding products.
  • Products showing signs of food, water, saliva, stains, odours, scratches, or other signs of use.
  • Products that have been altered, damaged, or returned without required components.

Raised & Speciality Pet Feeders

Returns may not be accepted for:

  • Used raised or speciality feeders.
  • Feeders showing food residue, water marks, saliva, stains, scratches, odours, or other signs of use.
  • Products that have been damaged, modified, incorrectly assembled after delivery, or returned with missing components.

Returns may also not be available for:

  • Items returned outside the applicable return period.
  • Products damaged through misuse, neglect, improper storage, or improper handling.
  • Products missing original accessories, components, or packaging where applicable.
  • Certain opened or used products where a lawful hygiene-related restriction applies.

Unused products from Dog Toys & Enrichment, Interactive Treat & Puzzle Toys, Pet Bowls & Feeding Essentials, and Raised & Speciality Pet Feeders that meet all applicable return eligibility requirements may qualify for a return.

These restrictions do not affect any rights available where a product is faulty, damaged upon delivery, incorrect, or not as described.

9. Damaged or Defective Items

If you receive a damaged, defective, faulty, or incorrect item:

  • Contact us as soon as reasonably possible after delivery.
  • Provide clear photographs of the issue.
  • Include your order number and relevant product information.

We will review the matter and determine an appropriate resolution.

Depending on the circumstances, this may include a replacement, refund, repair, or other suitable solution.

10. Order Cancellations

Orders may be cancelled before processing or dispatch has progressed too far.

Once an order has been processed, packed, or dispatched, immediate cancellation may not be possible.

Please contact us as soon as possible if you wish to cancel an order.

Any applicable statutory cancellation rights remain unaffected.

11. Exchanges

We currently do not offer direct change-of-mind exchanges.

If you wish to replace an eligible item:

  • Return the original item in accordance with this policy.
  • Place a new order separately.

Where an item is damaged, defective, faulty, or incorrect, please contact us so we can review the appropriate resolution.

12. Late or Missing Refunds

If 14 business days have passed since your refund was approved and you have not received it:

  • Check your bank or payment account again.
  • Contact your card issuer or payment provider.
  • Contact your bank, as additional processing time may be required.

If you still have not received your refund, please contact us at:

support@Marketrasenpetcenter.com

Please include your order number so we can assist you.

13. Contact Information

For return and refund enquiries, please contact us:

Business Name: Market Rasen Pet Center
Business Email: support@Marketrasenpetcenter.com
Business Phone: +44 7915 938339
Business Address: 18 Queen Street, Market Rasen, LN8 3EH, United Kingdom

Important Notice

  • Customers are responsible for applicable change-of-mind return shipping costs unless otherwise stated.
  • Returned items should be packaged securely to help prevent damage during transit.
  • Customers are encouraged to retain proof of shipment and tracking information.
  • Refund eligibility may be subject to inspection and approval of the returned item.
  • This policy does not affect any rights available under applicable UK consumer protection laws.