Last updated: 5 October 2026
We want you and your pet to love your Prestige order. This page explains how delivery, cancellations, returns and refunds work.
Delivery
Orders placed before 3pm (UK time) on a working day are usually dispatched the same day. Orders placed after 3pm, at weekends or on UK bank holidays are usually dispatched the next working day.
Once dispatched, UK orders usually arrive within 2–3 working days. Delivery times are estimates, and couriers can occasionally have delays outside our control.
Delivery charges and options are shown at checkout before you pay. If we're running a delivery offer, you'll see it on our website and it will be applied at checkout. Where tracking is available, we'll email it to you once your order is on its way.
Delivery address
Please double-check your delivery address, email and phone number before placing your order. We can't be responsible for delivery problems caused by incorrect or incomplete details. If your parcel seems lost, delayed or delivered to the wrong place, contact us as soon as possible and we'll help sort it out.
Changed your mind?
You have 30 days from receiving your order to request a return. The item must be unopened and unused, with any seal intact, and in its original packaging. For hygiene reasons, we can't accept change-of-mind returns on bottles that have been opened or used.
Your 14-day right to cancel
Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason within 14 days of receiving it. If your order arrives in more than one delivery, the 14 days start from the day the last item arrives. To cancel, email us clearly stating that you'd like to cancel your order. Then send the item back within 14 days of telling us.
This right applies to discounted items too. For hygiene reasons, it doesn't apply to bottles that have been opened after delivery. Our 30-day return window is offered in addition to this right and doesn't reduce it.
How to return an item
Please email us with your order number before sending anything back, so we can match your parcel to your order. Pack the item securely, in its original packaging where possible, and post it to:
Prestige Pet Care – Returns Department
4 Crittal Close
Silver End
Essex
CM8 3SY
United Kingdom
If you're returning an item because you've changed your mind, the cost of return postage is yours to cover. We recommend a tracked service and keeping your proof of postage, as we can't be responsible for parcels lost or damaged on the way back to us.
Faulty, damaged or wrong item?
Please check your order when it arrives. If anything is faulty, damaged, leaking or not what you ordered, contact us as soon as possible. Include your name, your order number, a short description of the problem, and photos of the item and packaging. We'll put it right with a replacement or a refund, and we'll cover any return postage. This applies whether or not the bottle has been opened, and it's in addition to your rights under the Consumer Rights Act 2015.
Refunds
Once your return arrives, we'll inspect it and let you know by email whether your refund has been approved. Approved refunds go back to your original payment method within 14 days of us receiving your return, or of you showing us proof of postage if that comes first. Your bank or card provider may take a few extra days to show it.
If you cancel your whole order within the 14-day period, we'll also refund any standard delivery charge you paid. We don't refund the extra cost of an upgraded delivery option. We may reduce a refund if an item has been handled beyond what's needed to inspect it and its value has dropped as a result.
Questions?
Email prestigepc19@gmail.com or call +44 7977 520997, and we'll be happy to help.
Nothing in this policy affects your statutory rights.