Refund and Returns Policy

Last Updated: 17/05/2026

At Wonderland Pets, we want you and your pets to be completely satisfied with every order. This policy explains your legal rights as a UK consumer, our additional goodwill returns window, and exactly how to send something back to us.

Nothing in this policy limits or removes your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your Right to Cancel (14‑Day Statutory Cooling‑Off Period)

Under UK law, if you are a consumer buying from us online, you have the right to cancel your order for any reason within 14 calendar days beginning the day after the day you (or someone you nominate) receive the goods.

To exercise this right, you must inform us of your decision to cancel by a clear statement before the 14 days end. You can:

• Email us at support@wonderlandpets.store
• Call us on +44 1375 360036
• Use the model cancellation form provided at the end of this policy

You then have a further 14 days from the date you notified us to return the goods to us.

Refund of original delivery charge: If you cancel within the 14‑day cooling‑off period, we will refund the price you paid for the goods plus the standard outbound delivery charge (£6.99). If you chose a more expensive delivery option, we only have to refund the cost of our standard option.

Return shipping cost: You are responsible for the cost of returning the goods to us during the 14‑day cooling‑off period, unless the goods are faulty, damaged or incorrect (see Section 3).

Condition of goods: You may handle the goods only as you would in a physical shop to check their nature, characteristics and functioning. We may reduce your refund to reflect any loss in value caused by handling beyond this.

2. Our Goodwill 30‑Day Returns Window

In addition to your statutory rights, we offer an extended 30‑day goodwill return window from the date you receive your order, for items that are unused, in their original condition, with all tags and packaging intact.

• Restocking fee: £0.00 — we never charge a restocking fee.
• Change of mind / wrong size / pet not interested: you pay the return postage; we refund the item price.
• Faulty, damaged or incorrect items: we pay the return postage (see Section 3).

If you return an item after the 14‑day statutory window but within our 30‑day goodwill window, the original outbound delivery charge is not refunded unless the item is faulty.

3. Faulty, Damaged or Incorrect Items (Consumer Rights Act 2015)

Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for purpose and as described. If they are not, you are entitled to the following remedies:

• Short‑term right to reject: within 30 days of receiving the goods, you may reject them and claim a full refund.
• Right to repair or replacement: between 30 days and 6 months you may ask for a free repair or replacement; if that fails, you may claim a refund (which may be reduced to reflect use).
• Presumption of fault: for the first 6 months we accept that any fault was present at delivery, unless we can prove otherwise.

When goods are faulty, damaged in transit, or we have sent you the wrong item:

• We cover 100% of return shipping (we will email you a pre‑paid label or refund your postage costs).
• We will offer you a replacement, repair or full refund in line with your statutory rights.

We appreciate it if you let us know about transit damage as soon as possible (ideally within a few days, with a photo) so we can investigate quickly with the courier. This is helpful but does not affect your statutory rights under the Consumer Rights Act 2015.

4. Items That Cannot Be Returned

For health, hygiene and animal‑welfare reasons, the following items cannot be returned once opened or used, unless they are faulty:

• Opened pet food, treats, supplements or any perishable goods
• Custom‑made or personalised items (e.g., engraved ID tags)
• Any product that has been soiled, chewed, worn or damaged by an animal
• Items sealed for hygiene reasons where the seal has been broken

These exclusions are in line with Regulation 28 of the Consumer Contracts Regulations 2013 and do not apply where the item is faulty, damaged or incorrectly described.

5. How to Start a Return

Please contact us before sending anything back so we can guide you through the process and look out for your parcel:

1. Email support@wonderlandpets.store or call +44 1375 360036.
2. Provide your order number, the item(s) you wish to return, and the reason for the return.
3. Our team will respond within 2 business days with the return address and, where applicable, a pre‑paid return label.

We recommend obtaining proof of postage when returning items by mail. Until the goods reach us, they remain your responsibility.

6. Refunds

Once we have received and inspected your return, we will notify you by email and process your refund.

• Refunds are issued to the original payment method used at checkout.
• We will issue your refund within 14 days of receiving the goods back, or within 14 days of you providing evidence of return — whichever is earlier. This is in line with Regulation 34 of the Consumer Contracts Regulations 2013.
• The time the funds take to appear in your account afterwards depends on your bank or card provider and is usually 1–5 business days.

7. Order Cancellations Before Dispatch

If you change your mind before your order has been dispatched, contact us as quickly as possible at support@wonderlandpets.store or +44 1375 360036 and we will do our best to cancel and refund in full. Once an order has been dispatched, the 14‑day cooling‑off right described in Section 1 applies instead.

8. Exchanges

We are happy to exchange unused, unopened items in their original packaging. To request an exchange:

1. Contact us first at support@wonderlandpets.store or +44 1375 360036 with your order number.
2. Once approved, return the original item; we will dispatch the replacement within 1–2 business days of receiving it.
3. Return postage for change‑of‑mind exchanges is the customer’s responsibility. Any price difference will be refunded or charged before dispatch.

This does not affect your statutory right to a refund instead of an exchange.

9. Complaints and Alternative Dispute Resolution

If you are unhappy with how a return or refund has been handled, please contact us first so we can put things right:

• Email: support@wonderlandpets.store
• Phone: +44 1375 360036

We aim to acknowledge complaints within 24 hours and resolve them within 14 days. If we cannot reach an agreement, you may refer the dispute to a UK‑approved Alternative Dispute Resolution provider for the retail sector, such as Retail ADR (www.retailadr.org.uk). This does not affect your right to take legal action.

10. Contact Us & Return Address

If you have any questions about a return, our team is ready to help!

• Email: support@wonderlandpets.store

• Phone: +44 1375 360036

• Return Address: 73 Southend Rd Stanford-le-Hope, SS17 0PQ United Kingdom

Customer Service Hours:

• Monday to Saturday: 9:00 AM – 5:00 PM (UK time)
• Sunday: 10:00 AM – 3:00 PM (UK time)