Returns Policy

Whilst we hope that in every instance you are more than pleased with your purchase, should you wish to return anything bought from us, we will be happy to refund the cost of the item, or offer an exchange; whichever you prefer. In this case, please complete an online returns form before sending any items back to us.  Be sure to include your order number, name and address when you return the items to us and we will endeavour to process the refund or exchange as soon as possible. We will refund the cost of the items returned, but not the postage charges.

We accept returns at any time within 28 days, beginning on the day you receive the goods. In the case of faulty goods, we can either send out a brand new item as a replacement or offer a full refund including the postage costs. We try our utmost to ensure all our products are of the highest quality, but on the rare occasion that something does go wrong we’ll do all we can to rectify the problem.

When returning faulty items please ensure they are securely packaged to prevent further damage and once we receive them back, we will examine the returned goods and process the refund or exchange.

Personalised and bespoke orders cannot be returned unless found to be faulty or defective. If the goods are found to be defective, follow the procedure set out above and we will do all we can to either send out a brand new item or offer a full refund.

If the product returned is not in a fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item. This does not affect your statutory rights.

All refunds will be processed using the same method of payment you used to place your order.

Returns Procedure

Please complete an online Returns Form prior to sending any goods back to us.  Returns must be sent to The Spoilt Rotten Pet Co. 16 Richmond Place, Mandale Park, Thornaby, TS17 9EJ.

• Pack the product in its original packaging
• Pack the product to avoid damage during transit
• Include a copy of your original delivery note or your name address, phone number, order number and whether you require a refund or a replacement

Please note: we will refund the cost of the item/s returned once received by us. A refund of the original delivery charge and charge for returning will only be given in the case of incorrect damaged or faulty goods once all items are received by us.
Unfortunately personalised, custom or bespoke products cannot be returned or refunded unless they are defective.

Whilst some Manufacturers market their products as “indestructible” nothing differs more than the strength of a dog’s jaw or the sharpness of a cat’s claws therefore we can not refund or replace any toys or accessories that have been subject to damage by your Spoilt Rotten Pets.  We apologise for any inconvenience or frustration this may cause.