Refund policy

Return & Refund Policy

At The Pet Perch, we want you and your furry companion to love your order! If you or your pet are not 100% satisfied with your purchase, we’re here to help make things right.

30-Day Money-Back Guarantee

We offer a 30-day return window for all purchases. You have 30 days from the date your order is delivered to request a return or exchange.

To be eligible for a standard return:

  • Items must be in their original packaging, unused, and in the same condition that you received them.

  • Proof of purchase (order confirmation or order number) is required.

Hygiene Note on Grooming Products: For hygiene and safety reasons, any pet grooming tools (including The Perch MistBrush™) or opened consumable items (such as The Perch Care Wipes™) that have been used directly on an animal cannot be returned for a refund unless the item is defective or damaged upon arrival.

Damaged, Defective, or Incorrect Items

Please inspect your order upon receipt. If your item is defective, damaged in transit, or if you received the wrong product, contact us immediately at support@shopthepetperch.com.

We will evaluate the issue right away and arrange a free replacement or full refund—no need to worry about return shipping costs for faulty goods.

How to Initiate a Return

  1. Email Us: Send an email to thepetperchinfo@gmail.com with your Order Number (e.g., #TPP1001) and the reason for your return.

  2. Receive Your Instructions: Our customer support team will reply within 24–48 hours with step-by-step return instructions and the authorized return shipping address.

  3. Post Your Item: Pack the item securely and send it back using a tracked shipping service. (Customers are responsible for return postage costs for non-defective change-of-mind returns).

Refunds & Processing Times

  • Inspection: Once your return is received and inspected at our warehouse, we will notify you via email regarding the approval or rejection of your refund.

  • Payout: If approved, your refund will be processed automatically to your original payment method within 3–5 business days.

  • Shipping Fees: Original shipping charges (if applicable) are non-refundable.

Order Cancellations

If you need to cancel or modify your order, please email us within 2 hours of placing it. Once an order has entered our 48H UK dispatch pipeline, it cannot be canceled and must be processed as a standard return after delivery.