Return Policy

Return Policy

Last updated: August 2026

At Pets Crazy Shops, your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help.

30-Day Return Window

You have 30 days from the date of receipt to return an item. To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it
  • In its original packaging
  • Accompanied by proof of purchase (order confirmation email or order number)

How to Return an Item

  1. Contact us first — Email us at sales@crazyshops.co.uk with your order number and reason for return. Please do not send items back without contacting us first.
  2. Pack your item securely — Use the original packaging where possible to prevent damage in transit.
  3. Send it back — We will provide you with the return address once your return has been approved.
  4. Receive your refund — Once we receive and inspect the item, we will process your refund within 10 days.

Refunds

Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 10 working days. Please note that it may take additional time for your bank or card provider to process the refund.

Return Shipping Costs

  • Faulty or incorrect items: We will cover the cost of return shipping and send you a replacement or full refund at no extra charge.
  • Change of mind returns: Return shipping costs are the responsibility of the customer. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Opened food or treat products
  • Grooming products that have been used
  • Personalised or custom-made items

Damaged or Faulty Items

If your item arrives damaged or faulty, please contact us within 48 hours of delivery with photos of the damage. We will arrange a replacement or full refund as quickly as possible.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return your original purchase for a refund and place a new order.

Your Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. You have the right to cancel your order within 14 days of receiving it without giving a reason.

Contact Us

If you have any questions about our return policy, please get in touch:

📧 sales@crazyshops.co.uk
📍 60 Melford Bridge Road, Thetford, IP24 2HH, United Kingdom