Refund policy

Effective Date: July 4, 2026

Thank you for choosing Lee Lane Pet Store.

This Return & Refund Policy explains how return and refund requests are handled for purchases made through our website. By placing an order, you agree to the terms described below.

1. Return Eligibility

You may request a return within 30 days from the date your order is delivered.

To be eligible for a return, an item should:

• Be unused and in its original condition.
• Be returned with its original packaging where reasonably possible.
• Be accompanied by proof of purchase, such as an order confirmation or receipt.

Items that do not meet these conditions may not qualify for a refund.

2. Return Timeframe

Return requests should be submitted within 30 days of delivery.

Requests received after this period may not be accepted unless required by applicable UK consumer protection law.

3. Return Shipping

Unless otherwise required by law or agreed by us, customers are responsible for:

• Return shipping costs.
• Selecting an appropriate return shipping service.
• Providing tracking information where available.

Original shipping charges and return shipping costs are generally non-refundable unless otherwise stated.

4. Restocking Fee

Lee Lane Pet Store does not currently charge a restocking fee for eligible returns.

Customers remain responsible for applicable return shipping costs.

5. How to Request a Return

To request a return, please contact us at:

Email: support@leelanepetstore.com

Please include:

• Order Number
• Product Name
• Reason for Return
• Photographs (if the item is damaged, incorrect, or faulty)

If your request is eligible, we will provide return instructions.

6. Refund Process

Once your returned item has been received and inspected, we will determine whether it qualifies for a refund.

If approved:

• Refunds are normally processed within 14 business days.
• Refunds are issued using the original payment method where possible.

Processing times may vary depending on your payment provider.

7. Refund Eligibility

Refunds may be approved when:

• The returned item meets the requirements of this policy.
• The item is received in an acceptable condition.

A reduced refund or no refund may apply if:

• The item has been used beyond what is necessary to inspect it.
• Original packaging is missing where reasonably expected.
• The return does not comply with this policy.

8. Non-Refundable or Ineligible Returns

The following items may not be eligible for a refund if they have been used, damaged after delivery, or returned in an unsuitable condition:

• Pet beds showing signs of use, stains, pet hair, odours, or damage.
• Interactive pet toys showing evidence of chewing, excessive wear, missing parts, or damage.
• Pet accessories that are incomplete, damaged, or altered after delivery.
• Pet clothing that has been worn, damaged, or returned without original tags where applicable.
• Clearance or final sale items where clearly stated before purchase.
• Items returned outside the applicable return period.

Nothing in this policy limits your statutory rights under applicable UK consumer protection legislation.

9. Damaged, Faulty or Incorrect Items

If you receive an item that appears damaged, faulty, or incorrect, please contact us as soon as reasonably possible.

Please provide:

• Order Number
• Description of the issue
• Clear photographs where available

We may request additional information before reaching a decision.

10. Order Cancellations

Orders may be cancelled before processing begins.

Once an order has entered processing or has been dispatched, cancellation requests may not be possible.

11. Exchanges

We do not currently offer direct product exchanges.

If you require a different product, you may return an eligible item in accordance with this policy and place a new order separately.

12. Delayed or Missing Refunds

If you have not received an approved refund, we recommend that you:

• Check your bank or card account again.
• Contact your payment provider, as processing times may vary.
• Allow additional time for the refund to appear if it has recently been processed.

If you still require assistance, please contact our customer support team.

Business Information

Business Name: Lee Lane Pet Store

Business Email: support@leelanepetstore.com

Business Phone: +44 1204 692938

Business Address: 135–137 Lee Lane, Horwich, Bolton BL6 7AG, United Kingdom

Customer Service Hours: Monday–Friday | 9:00 AM – 5:00 PM (GMT/UTC+0)

Order Cut-Off Time: 5:00 PM (GMT/UTC+0)

Additional Information

• Customers may be responsible for return shipping costs unless otherwise stated.
• Please package returned items securely to help prevent damage during transit.
• We recommend retaining proof of postage until the return process has been completed.
• All return and refund requests are assessed in accordance with this policy.
• This policy does not affect any statutory rights available under applicable consumer protection laws in the United Kingdom.