We reserve the right to refuse a return or to require proof of identity.


Please RETAIN your receipts or order acknowledgements for anything you buy in store or online. It will ensure we can help you if you need to bring anything back.

In Store Purchases – Faulty Goods

Products must be returned with the original receipt, all packaging and labels.  If you return a product unused with the original receipt within 30 days of purchase we will exchange the product or issue a refund based on the original payment method.  If the product you have purchased is faulty we may offer a replacement or refund in accordance with your consumer rights.

Online Purchases & Accepting your Local Delivery – Faulty or Damaged Goods

Please always try to check your delivery upon receipt. If you are signing for goods that are damaged, please make the driver aware and return the products with the driver. Please ensure that you mark the delivery note as “damaged”. If you are unable to check the item at the time of delivery, please mark the delivery note as “unchecked”. Please retain the original packaging in case you need to return your purchase.

If your order was delivered by our delivery service please contact us on 01435 864652 or via our contact us page at your earliest convenience with your order number, which can be found on your receipt, the confirmation email or text we sent at the time of purchase. Please include details of the problem. Any refunds or returns must be carried out in store at The Pet Food Shop, Station Approach, Heathfield, East Sussex TN21 8LG. 

Whilst the products are in your possession it is your responsibility to ensure they are kept safe, in their original packaging and are not subjected to any further damage. 

We will replace, refund or issue a credit note for your product.


It is your responsibility to sign for the order and any shortages must be reported within 24hrs of delivery.  Please check all Click and Collect orders before leaving the store as a refund cannot be given once you have left the premises.

Incorrect Goods

It is your responsibility to notify us of any incorrect goods supplied within 24 hours of delivery by contacting us via our websites contact us page or by telephone 01435 864652.

Cancellation- Local Delivery Only

If you wish to cancel your order and your item has already been dispatched, please ensure that you contact us immediately so that we can contact the driver to return your purchase the store. If the order had already been delivered and there was no one in to take receipt of that order please contact us immediately and return it in its original packaging within 14 days of receipt in order to obtain a refund excluding delivery charges. All delivery charges to return a cancelled order are at the cost of the consumer.

NO REFUNDS will be given on the following items:

*CAT SCRATCHERS – We are unable to refund these products due to the fact that they are design for cats to scratch and destroy them instead of your furniture and if used regularly by the cat will fray and fall apart! We reserve the right to refuse a refund and a credit will only be given at the Managers discretion.

**ANCOL, FERPLAST & FLEXI EXTENDABLE LEADS – Please make sure that your dog does NOT chew or bite these leads as we are unable to issue refunds on these products. Refunds will only be given by the manufacturer after investigation and if they deem there is a mechanical fault.

***FROZEN FOOD & TREATS – We will NOT accept any frozen food or treats back for a refund as we cannot guarantee the products have been not been defrosted and then re-frozen.

****ENGRAVED IDENTITY TAGS – All identity tags must be checked for errors before being engraved on our in store engraving machine. We cannot give a refund if any errors are found after the engraving has taken place.  For Identitag Engraved Tags the customer must complete the order form and check for any errors before we post it to Identitag Engraving Ltd.

Sale Items: a credit note will be issued only if the product is faulty.

GOODWILL RETURNS POLICY – Non Faulty Goods for Online & Instore Purchases

We provide a ‘goodwill’ returns policy offering an exchange, refund or credit note for most returns within 14 days. With the exclusion of non stock items ordered at the customer’s request in store, by email or telephone.