Refund Policy

Returns & Refunds

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

We offer a 100% money back guarantee on all products that are defective or damaged during shipping. Just let us know and we will provide a return address and a replacement or refund as preferred.

If you are unsatisfied with your order – please contact our support team and we will do our best to help you!

You can submit a refund request within 14 days after your order has been delivered, you can do this by sending a message on Contact Us page or send us an email to contact@petkingdom-store.com.

Returns are free of charge to UK customers, please contact us at contact@petkingdom-store.com to submit a return. Please be advised your return has to be actioned by you within 7 days of the return label being sent to you via email. If the return is not completed within 7 days, you will be liable to pay the standard return fee in order to receive a full refund.

If you are returning a product back to us from overseas, we do not supply a free returns label, this must be provided by yourself at your own cost.

Please keep your proof of postage when sending an item back to us, this covers you for proof of sending if an item becomes lost or stolen.

We do not issue the refund if:

  • Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
  • Non-Returnable Hygiene Products: Items such as grooming products will not be eligible for return or refund due to hygiene reasons.
  • Chew Toys that have been used by a pet will not be eligible for a return or refund.
  • Pet Carriers and Crates: Used pet carriers or crates may not be refundable, as they could have wear and tear or signs of use. If you wish to return this item, please send an email with photos outlining there is no wear and tear, we will then review it and get back to you.
  • Items Damaged During Use: If a pet product becomes damaged due to pet interaction or use, the business will not provide a refund.
  • Apparel and Accessories: Pet clothing and accessories that have been worn or used might not be refundable, as they could be considered used or unsellable after being worn by a pet.
  • Dog & Cat Beds: Dog & Cat beds must be in brand-new, unused condition, and free from any pet hair, stains, odours, or damage. we reserve the right to refuse a refund on the item or deduct up to 20% of the original selling price if the item arrives back to us in a used condition.