Should you wish to return your product(s), please email us at

Please state the order number and reason for return. Upon receipt of this email we will then provide a return address. The product must be in good and resalable condition on return in order for Pet Pavilion to refund the full purchase price for the product. The cost of the returns postage is the customers’ responsibility unless stated otherwise.

The refund will be issued to the customer within 30 days of receipt of the product. Please ensure that the product is returned in its original packaging and with all labels intact. If a product is received by the customer in damaged condition, the customer must contact Pet Pavilion within 48 hours of receipt and we will do our best to replace the damaged product as soon as possible. If for any reason a replacement product is not available we will refund the total cost of the product including any postage costs.

Should you wish to exchange a product, please let us know the reason for exchange and we will notify you of any change in price or further delivery costs. Pet Pavilion is not responsible for the cost of safe return of any product and will not issue a refund for a product that does not reach the correct delivery address when being returned by the customer.  Pet Pavilion strongly recommends that customers return products via Recorded or Special Delivery (Royal Mail) with the addition of postal insurance to cover the value of the product.