Returns should feel straightforward.

30-day request window

You may request a return within 30 days after confirmed delivery. Unless an item is faulty, damaged or incorrect, it must be unused, clean, in its original packaging and suitable for resale.

Damaged, faulty or incorrect items

Email hello@petplayworks.com as soon as possible with your order number and clear photos. If the claim is accepted, we will arrange an appropriate replacement, refund or return without charging you return postage.

Items we cannot normally accept

• Used toys, feeders or grooming products unless they are faulty.
• Items damaged through misuse, unsupervised play or failure to follow product guidance.
• Personalised items, gift cards and final-sale items clearly identified before purchase.
• Returns sent to an unapproved address or without return instructions.

Refund timing

Approved refunds are returned to the original payment method after the return is received and inspected, or after other evidence is accepted. Bank processing times vary. Original delivery charges and customer-funded return postage are not normally refundable unless the item was faulty, damaged or incorrect.