Last updated: 9 October 2026
At a glance
| Topic | What applies |
|---|---|
| Returns window (change of mind) | 30 days, starting on the day your order is delivered |
| Legal cancellation period | 14 days from delivery to tell us, then a further 14 days to send the items back |
| Condition | Unused, not chewed, scratched, shredded or soiled by a pet, and in the original packaging. During the 14-day legal cancellation period, a used item can still be returned, but the refund may be reduced (see below) |
| How to return | Contact us first for a return reference, then post the item back (steps below) |
| Return postage | Change of mind: paid by you. Faulty, damaged or incorrect items: paid by us |
| Restocking fee | None |
| Refund method | Your original payment method |
| Refund time | Within 5 working days of receiving your return, and always within the 14 days the law allows |
| Exchanges | Not offered for change of mind. Faulty items can be replaced like-for-like |
| Return address | Pet Monkey, 1 Old Park Farm, Woodbridge IP13 0LZ, United Kingdom |
Changed your mind?
You can return items within 30 days, starting on the day your order is delivered. This 30-day returns policy is separate from your legal right to cancel within 14 days, explained further down this page. It runs alongside that right and your other legal rights, and does not reduce them.
Condition of returned items
Items returned under our 30-day returns policy must be:
- unused;
- not chewed, scratched, shredded or soiled by a pet; and
- in the original packaging.
You may open the packaging and handle an item as you would in a shop.
If you cancel within the 14-day legal cancellation period, you can still return an item that has been used or is no longer in its packaging. If an item has been handled beyond what is needed to check it, as you would in a shop, we may reduce the refund to reflect the loss in value (regulation 34(9) of the Consumer Contracts Regulations 2013). For an item that has been chewed, shredded or soiled by a pet, the reduction can be up to the price paid for that item. If we make a reduction, we will tell you how much we have deducted and why.
Items we cannot take back for a change of mind
After the 14-day legal cancellation period has ended, we cannot accept change-of-mind returns of items that have been used, chewed, scratched, shredded or soiled by a pet after delivery. No other items are excluded. This never affects your rights if an item is faulty, damaged or incorrect.
How to return an item
- Contact us with your order number, the item or items you are returning and the reason. Email support@petmonkey.co.uk, use our contact form, or send the model cancellation form at the end of this page.
- We reply within 1 working day with a return reference.
- Pack the item securely with the return reference inside, and post it to the return address above within 14 days of contacting us. Please use a tracked service so you have proof of postage.
- When your return reaches us, we check it and issue your refund.
Return postage
| Reason for return | Who pays | How |
|---|---|---|
| Change of mind | You | Post the item yourself. As a guide, a Royal Mail Tracked 48 small parcel costs roughly £3.65–£4.45 (2026 prices, depending on where you buy it). |
| Faulty, damaged or incorrect item | We do | We email you a prepaid returns label. |
Refunds
- Refunds go back to your original payment method. We do not charge you a fee for the refund.
- We refund within 5 working days of receiving your return.
- If you cancel under your 14-day legal right, we refund you no later than 14 days after we receive the items back or, if earlier, 14 days after you send us proof that you have posted them. If you cancel before your order has been dispatched, we refund you within 14 days of you telling us.
- Your bank may take 3–10 working days to show the refund on your account.
- We do not charge a restocking fee.
Is the delivery charge refunded?
- Whole order cancelled within the 14-day cancellation period: we refund the standard delivery charge (Tracked 48, £3.99). If you chose Tracked 24 (£5.49), the extra £1.50 is not refunded.
- Part of an order returned, or a return made after the 14-day cancellation period under our 30-day returns policy: the original delivery charge is not refunded.
- Faulty, damaged or incorrect items: we refund all delivery charges.
Exchanges
We do not swap items directly for a change of mind. Please return the item for a refund and place a new order for the one you want. Faulty items can be replaced like-for-like.
Faulty, damaged or incorrect items
If an item arrives faulty or damaged, develops a fault, or is not what you ordered:
- Contact us as soon as you can with your order number and, if you can, photos of the item and its packaging.
- We reply within 1 working day and email you a prepaid returns label.
- You choose a refund (if you contact us within 30 days of delivery), or a replacement or repair.
- Once the item reaches us, we refund you within 5 working days, including all delivery charges, or arrange your replacement or repair.
Your rights under the Consumer Rights Act 2015
- Goods must be of satisfactory quality, fit for purpose and as described.
- Up to 30 days after delivery: you can reject faulty goods and get a full refund (the short-term right to reject).
- After 30 days: you can ask for a repair or replacement. If that is not possible, or does not fix the problem, you can ask for a price reduction or reject the goods for a refund (the final right to reject).
- If a fault appears within 6 months of delivery, it is assumed to have been there at delivery unless we can show otherwise.
- You can make a claim for up to 6 years in England and Wales, and up to 5 years in Scotland.
Nothing in this policy affects these rights.
Your legal right to cancel
- Under the Consumer Contracts Regulations 2013, you can cancel your order at any time from placing it until 14 days after the day it is delivered. You do not need to give a reason.
- After telling us, you have a further 14 days to send the items back.
- You can tell us by email, by phone, through our contact form or with the model cancellation form below. Any clear statement that you want to cancel is enough.
- If you cancel before your order is dispatched, we will not send it, and we refund you in full, including delivery.
- You pay the cost of sending items back when you cancel, unless they are faulty, damaged or incorrect.
- Refunds, refund reductions and delivery charges for cancellations follow the rules in the sections above.
Model cancellation form
Copy this text into an email, add your details and send it to us, or post it to our address.
To: Pet Monkey, 1 Old Park Farm, Woodbridge IP13 0LZ, United Kingdom. Email: support@petmonkey.co.uk
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods:
- Goods:
- Ordered on (*) / received on (*):
- Order number:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is sent on paper):
- Date:
(*) Delete as appropriate.
Need help with a return?
Our phone number and support hours are on our Contact us page.