Refund policy

We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

To start a return, access your customer account and click "Request return" for the order that you want to submit the return for. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@realpetstore.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please note - we do not accept returns for toys or other items that have been damaged by a customers pet. No toy is indestructible, and suggesting a toy is heavy duty or long lasting is not a claim otherwise.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted (or before), make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund.