Refunds & Returns Policy

Refunds & Returns 

  • If you are not happy with your purchase, you may return it within 30-days of the arrival date for a full refund.  
  • Your product must be in an unused condition and in its original packaging.
  • To initiate your return, contact our Customer Support Team.
  • You will be responsible for paying for the shipping fee associated with sending your order back to our headquarters in the U.K. Shipping costs are non-refundable.
  • You may want to consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned product.
  • Once your returned product has been received we will notify you by email.
  • Your refund will then be processed and a credit will automatically be applied to your original method of payment.  

Cancellation (if applicable)  

  • If you would like to cancel your order, contact our customer Support Team within 6 hours of ordering.
  • Each order remains in a processing state for 6 hours until it is sent to our operational facility for immediate fulfilment.
  • All wholesale orders are non-refundable as specified on the Wholesale Pricing Guide. 

Defective Products

  • If you receive a defective product, we will send you a free replacement.
  • A video must be sent to hello@tillyspetstore.co.uk to support your claim.
  • If you product becomes defective due to a manufacturing fault, we will send you a free replacement. 

Incorrect Address 

  • It is the responsibility of the buyer to make sure that the shipping address is entered correctly.
  • Please contact our customer service on hello@tillyspetstore.co.uk within 6 hours of ordering if  you believe you have provided us with an incorrect shipping address. Once the order has been shipped we are unable to change the shipping address.   

Lost or stolen packages

  • Tilly's Pet Store is not responsible for lost or stolen packages.
  • If your tracking shows that your package has been delivered and you have not received it, please contact your local delivery company.
  • If you have any problems, please contact us on hello@tillyspetstore.co.uk.

Shipping Fees

  • The buyer is responsible for any shipping fees relating to international orders.
  • Tilly's Pet Store is not responsible for paying customs, duties, taxes and currency exchange fees.