Returns Policy

Returns policy: If you wish to return any product purchased from ourselves, please carefully read the instructions below:

If I no longer require the items: If you no longer want the items you received or you change your mind about the items ordered, you must notify us within 10 working days from the day you received the goods. To cancel an order, you must notify us by calling the office on 01744 586170 Monday to Friday between 9am and 4pm or by email to if you do cancel your order, you must return the items, undamaged, in the original packaging direct to Pet Source Products Ltd at your own cost.

If the item develops a fault under warranty?

If the item develops a fault under warranty, you can return it back to us for inspection / replacement. To make a claim under warranty, a valid proof of purchase will be required. We may ask you to provide video/photographic evidence of the faulty product and its installation details to help us establish the cause of the fault. If the fault can be identified and can be fixed we will arrange a warranty repair at no extra cost to the user. You can email these photographs to

How can I return an item?

To return an item please call us on 01744 586170 Monday to Friday between 9am to 4pm and ask for customer services to arrange the collection of the goods. Please also include a note with your name, address, contact phone number, along with a brief description of the reason for return. It is important that you also include a copy of the proof of purchase.

All returns should be sent to our head office address: – Pet Source Products Ltd, 8 Merton St, St. Helens, Merseyside, WA9 1HX

Who is responsible for returning the goods?

Goods are your responsibility until they reach our warehouse, so please ensure that you package them well to prevent any damage in shipping. If the goods arrive damaged we will contact you immediately. For items being returned under warranty, we will arrange for the collection of the goods at no extra cost to the customer, we do ask that you assist us in the collection of the goods and package said item safely to ensure it gets back to us in the correct condition.


Refunds / Credits If you are not happy with the items you have ordered from Pet Source Products you can return any item within 14 days of receiving the goods and we will provide a credit. A valid reason will be requested and the goods must be fit for resale. We will not credit any costs incurred by yourselves to return any items to us. Refunds will take up to 14 days to process from the date we receive your parcel or from the date we receive confirmation that the goods have been sent back.

What happens if I receive wrong goods?

We have a double-checking system in place to ensure that customers receive the correct items, however if you think you have been sent the wrong item, or the wrong number of items, please retain the goods and contact us straight away and a member of the team will be able to assist you, a member of the customer services team will arrange for collection of the incorrect goods free of charge.