Refund policy

We want you and your pet to be happy with everything you get from Pet Hush. If something's not quite right, we're here to help sort it out.

30-Day Returns

You've got 30 days from the day your order arrives to send it back if it's not working out. Once that window's passed, we're not able to accept the return.

To qualify, your item needs to be:

  • Unused, in the same condition it arrived in
  • In its original packaging
  • Accompanied by your order number or proof of purchase

For hygiene reasons, we're not able to accept returns on items that have been used by your pet, so if you're unsure whether something's right for them, it's worth reaching out to us before it gets any wear.

How Returns Work

  1. Email us at info@pethush.shop with your order number and a quick note on why you'd like to return it.
  2. We'll confirm it's eligible and send over instructions on where to send it.
  3. Once it's back with us and we've had a look, we'll confirm your refund.

Return shipping is generally on you, unless the item arrived damaged, faulty, or wasn't what you ordered — in that case, that one's on us.

Refunds

Once we've received and checked your return, we aim to get your refund processed within 10 business days. It'll go back to whatever payment method you used originally, though your bank might take a few extra days to actually show it.

Damaged, Faulty, or Wrong Items

If your order shows up broken, faulty, or not what you ordered, just let us know within 7 days of delivery — a couple of photos really help us sort it out fast. We'll send a replacement or refund you in full, shipping included, at no cost to you.

A Few Things We Can't Take Back

  • Anything that's been used by your pet or shows signs of wear
  • Items missing their original packaging, if that affects us being able to resell them
  • Opened items where hygiene means we can't put them back into stock

Still Waiting on Your Refund?

Refunds can occasionally take a little longer to show up. Before reaching out, it's worth:

  1. Checking your bank statement again
  2. Getting in touch with your card provider, since processing times vary
  3. Contacting your bank directly

Still nothing? Email us at info@pethush.shop and we'll chase it down for you.

Business Information
Pet Hush
Address: 73 Upper Hale Rd, Upper Hale, Farnham GU9 0PA, United Kingdom
Phone: +44 1252985446
Email: info@pethush.shop

Business Hours (UK Time)
Tuesday – Saturday: 8:30 AM – 4:30 PM
Sunday – Monday: Closed