Refund policy

Our 30-day free returns promise

Changed your mind? Any unused item in its original packaging can come back to us within 30 days of the day it was delivered, and we will refund what you paid for it. We provide a prepaid returns label at no cost, and you do not need to explain why you are sending something back. This promise sits alongside your statutory rights and never reduces them.

Cancelling within 14 days: your legal right

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 let you cancel a contract with us within 14 days, counted from the day after your goods arrive, without giving any reason. To do so, send us a clear statement by email to support@ardentpets.co.uk. You are welcome to use the model cancellation form below, although it is optional. If you cancel, we refund the price of the goods together with any delivery charge you paid.

Model cancellation form

To: ArdentPets, support@ardentpets.co.uk
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],
Ordered on [*] / received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.

Sending an item back

  1. Email support@ardentpets.co.uk with your order number and tell us which item or items you are returning.
  2. Within one working day we reply with a prepaid returns label and short instructions.
  3. Wrap the item in its original packaging, attach the label and hand the parcel to the carrier shown on it.

Exceptions for hygiene and opened food

A few goods cannot be taken back once opened, because they could not then be passed on to another customer safely: for example pet food or treats whose packaging has been opened, and grooming products that came with a protective seal you have removed. These can still come back to us if they turn out to be faulty or differ from their description. If an item has been handled more than you would need to inspect it in a shop, we may reduce the refund to reflect any loss in value. None of this affects your statutory rights.

When you get your money back

Refunds go back to the card or payment method you used, within 10 working days of the returned item reaching us, or of you showing us proof of postage if that comes first. Depending on your bank, the money can take a few extra days to appear.

Faulty goods and items not as described

Everything ArdentPets sells is covered by the Consumer Rights Act 2015, which requires goods to be of satisfactory quality, fit for their purpose and as described. Please email us a photo showing the problem. For the first 30 days after delivery you are entitled to reject a faulty item and receive a full refund; after that we will offer a repair or a replacement, and a refund if neither is possible. We cover the cost of sending a faulty item back.

If we send the wrong thing

Mistakes happen occasionally. Send us a photo of what arrived and we will dispatch the correct item or refund you in full, with return postage paid by us.