Refund policy

Last Updated: October 24, 2025

1. Legal Right of Withdrawal

In accordance, you have a legal withdrawal period of 14 days from the date of receipt of the product to exercise your right of withdrawal. During this period, you may return the product without providing any reason and without incurring penalties.

2. Eligible Products

  • Defective or damaged products: may be returned free of charge.

  • Non-defective products: may also be returned, provided that they are:

    • complete,

    • in perfect condition,

    • and in their original packaging.

⚠️ Products that are incomplete, damaged, used, or soiled cannot be returned.

3. Exchanges

Exchanges are accepted within the 14-day legal period, subject to availability.
If the requested product is not in stock, a refund will be issued.

4. Return Costs and Restocking

Return shipping costs are the responsibility of the buyer, except in the case of defective products.
The return label is not provided by Pet And Go and must be arranged by the buyer.
No restocking fees apply — returns are free of additional charges.

5. Return Procedure

To initiate a return, please follow these steps:

  1. Contact customer support at support@pet-and-go.com or +447458114079 to register your return request.

  2. Prepare the product in its original packaging, complete and in perfect condition.

  3. Include the following information in the package:

    • Order number

    • First and last name

    • Email address used for the purchase

    • Reason for return (optional)

  4. Send the package to the following address:

Pet And Go
128 City Road
London
United Kingdom
EC1V 2NX

6. Refund Timeframe

Once the returned product has been received and inspected, the refund will be processed within a maximum of 7 business days.
Refunds will be issued using the same payment method used when placing the order.

7. Customer Support

For any questions regarding returns, refunds, or exchanges, you can contact us:

Email: support@pet-and-go.com
Phone: +447458114079
Hours: Monday to Friday, 9:00 AM to 5:00 PM

Registered Company Name: Stainagency LTD.
Company Registration Number: 14777380
Legal Representative: Kahla Yannis
Pet And Go is a brand of Stainagency LTD.