Refund policy

At The Pet Manor, we want you and your dog to love your purchase. If for any reason you need to return an item, please review our policy below.

This policy complies with the UK Consumer Contracts Regulations (2013).

📦 14-Day Right to Cancel (Change of Mind)

Under UK law, you have the right to cancel your order within 14 days of receiving your item, even if you simply change your mind.

During this 14-day period:

  • You may open and inspect the item as you would in a physical store

  • Items must remain unused and in resalable condition

If an item has been handled beyond what is necessary to inspect it, we reserve the right to apply a deduction for any loss of value.

📦 30-Day Returns (Our Extended Policy)

In addition to your statutory 14-day rights, we offer an extended 30-day returns window from the date of delivery.

Returns made after the initial 14-day period are accepted as part of our goodwill policy and are subject to the conditions outlined below, including hygiene and product condition requirements.

🧠 Vacuum-Sealed Orthopaedic Foam (Important)

Our orthopaedic dog beds contain vacuum-sealed foam to ensure safe and compact delivery.

Once the vacuum-sealed inner packaging has been opened, the foam expands and cannot be returned to its original condition.

If the vacuum seal has been opened:

  • The item may no longer be eligible for a full refund

  • A deduction may be applied for loss of value, in line with UK Consumer Contracts Regulations (2013)

Items that show signs of use by a pet after opening the vacuum seal may not be eligible for a refund due to hygiene reasons.

🚫 Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns of:

  • Beds that have been used

  • Items showing signs of pet hair, odours, staining, or wear

  • Items returned after the 30-day returns window

  • Beds damaged due to misuse, chewing, or general wear and tear

📩 How to Start a Return

  1. Email us at support@thepetmanor.co.uk with:

    • Your order number

    • Reason for return

    • Photos (if applicable)

  2. We’ll provide full return instructions or an optional DPD return label.

  3. Send your item back using a tracked service.

  4. Once received and inspected, we’ll process your refund or exchange.

🔁 Exchanges

If you ordered the wrong size or colour, we’re happy to offer an exchange within 30 days, subject to item condition.

Please contact us at thepetmanorinfo@gmail.com, and we’ll guide you through the process.

💰 Refunds

Once your returned item is received and inspected, we’ll notify you via email.

If approved:

  • Refunds are processed to your original payment method

  • Refunds are processed daily

  • Please allow 3–5 working days for funds to appear, depending on your bank or payment provider

Refund amounts may be adjusted if:

  • The item has been handled beyond what is necessary to inspect it

  • The vacuum-sealed foam has been opened

  • The item shows signs of use, wear, or hygiene-related issues

Any deductions are applied in line with UK Consumer Contracts Regulations (2013).

🚚 Return Shipping Costs

  • Customers are responsible for covering return shipping costs, unless the item is faulty or incorrect

  • For convenience, we can provide a prepaid DPD return label at cost — this amount will be deducted from your refund

  • Original delivery fees (if any) are non-refundable

📦 Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us within 7 days of delivery with photos of:

  • The issue

  • The packaging

  • The shipping label

We will replace or refund the item at no cost to you.

💬 Need Further Help?

Our support team is always happy to assist.
You can reach us anytime at support@thepetmanor.co.uk