Last updated: 4 October 2026

We want you to be happy with every order, and if something goes wrong on our side, we’ll put it right. We also sell items that pets use, chew, wear, and sleep on, so not everything can come back once it has been opened or used. This page explains exactly what we can accept, what we can’t, and how refunds work.

Please read it before you order. By placing an order with PetRascal, you agree to the terms on this page.

At a glance

Always email us before sending anything back

Every return has to be approved first. Email customer@petrascal.com and we’ll reply with the correct return address and what to do next.

Our orders ship from a fulfilment warehouse in the United States, so returns go to a different address from the one on our Contact page. Parcels sent without approval, or to any other address, can’t be accepted or refunded.

Returning an item you’ve changed your mind about

You have 30 days from the day your order is delivered to ask for a return. To qualify, the item has to meet every one of these conditions.

• It is unused and in the same condition you received it
• It hasn’t been washed, worn on walks or used by your pet
• All tags, labels, parts and instructions are still with it
• It is in its original packaging
• It is free from pet hair, smells, marks and scratches

You’re welcome to try a collar, harness or piece of clothing on your pet briefly indoors to check the fit, as long as the tags stay on. Once it has been worn outside, it can’t come back.

Return postage is paid by you. Please use a tracked service and keep your receipt, because we can’t refund a return that never reaches us.

Items we can’t take back

For hygiene and safety reasons, the following can only be returned if they arrive faulty or damaged.

• Grooming tools, brushes, combs, nail clippers and deshedding tools once opened
• Bowls, feeders, slow feeders, lick mats and water fountains once used
• Toys once they have been played with
• Poop bags, waste bag dispensers and other single use items once opened
• Beds, blankets, mats and furniture covers once used or washed
• Clothing, slippers and pet apparel once worn or with the tags removed
• Personalised items made to your order
• Anything marked as final sale on the product page

We can’t sell an item that another pet has used, so we’re not able to make exceptions here.

Damage caused after delivery

We check every return when it arrives. If an item shows signs of use, chewing, scratching, washing, misuse or any damage that happened after delivery, we won’t refund it. This applies in every case, whether the damage was accidental, caused by your pet or caused on purpose.

No pet toy or accessory is indestructible. Damage from chewing, biting or scratching is not a fault, and neither is normal wear from everyday use. Using a product for something it wasn’t designed for also means it can’t be returned.

We won’t refund a return that is missing parts or isn’t the item we sent. If a return fails our check, we’ll email you photos. You can then pay the postage to have it sent back to you, or let us dispose of it. If we don’t hear from you within 30 days, we’ll dispose of it.

Damaged, faulty or wrong items

If we’ve made a mistake, we’ll fix it, and you won’t pay a cent.

• Damaged in transit or wrong item. Email us within 48 hours of delivery. Include your order number and clear photos of the item, the packaging and the shipping label.
• Faulty during normal use. Email us within 30 days of delivery with photos or a short video showing the fault.

Once we’ve confirmed the problem, we’ll send a replacement or give you a full refund, including the original delivery charge. Sometimes we won’t even need the item back. If we do, we’ll cover the return postage.

We need photos to raise the issue with our supplier and courier, so we can’t accept a claim without them.

Choosing the right size

Please measure your pet and check the size guide on the product page before ordering. If the size you ordered doesn’t fit, that counts as a change of mind return, so the conditions above apply and you pay the return postage.

Cancelling an order

Orders are usually dispatched within one business day, so please email us as soon as possible if you want to cancel. If your order hasn’t left the warehouse, we’ll cancel it and refund you in full. Once it has been dispatched, it can’t be cancelled, but you can return it under this policy when it arrives.

Delivery problems

Incorrect address or refused delivery

Please double check your address at checkout. We can’t be responsible for parcels sent to an address that was entered incorrectly. If a parcel comes back to us because of a wrong address or a refused delivery, we’ll refund the item price once it arrives, minus the delivery costs we paid.

Tracking says delivered but you can’t find it

Please check with neighbours, your mailbox and any safe places around your home, and give it 48 hours in case the courier marked it early. If it still hasn’t turned up, email us and we’ll open a claim with the courier. We can’t refund a parcel the courier confirms was delivered to the address you gave us.

Lost in transit

If tracking stops moving and the courier confirms your parcel is lost, we’ll send a replacement or give you a full refund, whichever you prefer.

How refunds are paid

• We’ll process your refund within 5 business days of your return reaching us and passing our check.
• Refunds go back to your original payment method. Your bank may take a further 5 to 10 business days to show it.
• The original delivery charge isn’t refunded, unless the return is because of our mistake.
• Return postage isn’t refunded, unless the return is because of our mistake.
• If you bought items as a discounted set, your refund is based on the discounted price you actually paid for each item.

Exchanges

We don’t swap items directly. If you’d like a different size or colour, return the original under this policy and place a new order for the one you want.

Payment disputes

Please talk to us before opening a dispute with your bank or card provider. Most problems are sorted quickly by email. Once a dispute is open, we can no longer refund the payment ourselves, and the bank’s process usually takes far longer than ours.

Your legal rights

Nothing in this policy takes away any rights you have under the laws of your state, including your rights when goods are faulty.

How to start a return

1. Email customer@petrascal.com with your order number, the item you want to return, the reason and photos of the item.
2. We’ll reply with your approval and the return address.
3. Pack the item securely in its original packaging with a note of your order number inside.
4. Send it with a tracked service and email us the tracking number.
5. We’ll check the item when it arrives and email you once your refund has been processed.

Questions

If you’re not sure whether something can be returned, ask us before you send it. Email customer@petrascal.com and a real person will reply. We don’t have a phone line, so email is the quickest way to reach us.