Refund policy

Last updated: 5 October 2026

We want you and your pet to love your Prestige order. If something isn't right, here's how returns and refunds work.

Changed your mind?

You have 30 days from the day you receive your order to request a return. Items must be unopened and unused, with any seal intact, and in their original packaging. For hygiene reasons, we can't accept change-of-mind returns on bottles that have been opened or used.

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, as we can't be responsible for parcels that don't reach us.

How to return an item

Please email us at prestigepc19@gmail.com with your order number before sending anything back. That way we can match your parcel to your order and confirm the next steps. Then post your item to:

Prestige Pet Care – Returns Department
4 Crittal Close
Silver End
Essex
CM8 3SY
United Kingdom

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 order number and a photo 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.

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. Just email us within that time, then send the item back within a further 14 days. This right applies to discounted items too. For hygiene reasons, it doesn't apply to bottles that have been opened after delivery.

If you cancel your whole order within this period, we'll refund the item price plus any standard delivery charge you paid. Our 30-day return window is offered in addition to this right and doesn't reduce it.

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. Your bank or card provider may take a few extra days to show it. If you haven't seen your refund within 14 days of our approval email, please get in touch.

Exchanges

We don't offer direct exchanges. If you'd like something different, return your item using the steps above and place a new order.

Questions?

We're always happy to help. Email prestigepc19@gmail.com or call +44 7977 520997.

Your statutory rights are not affected.