Refund policy
What to expect once your return reaches us, including timescales and payment handling.
Last updated: 1 July 2026
When refunds are issued
After we receive your returned item and confirm it meets the conditions in our returns policy, we will process your refund. We aim to do this within 5 working days of receiving the item and will email you when it is done.
How refunds are paid
Where a payment was taken, refunds are issued to the original payment method. Depending on your bank or card provider, it can take a further 3–10 working days for the funds to appear on your statement.
Payment provider pending
Online checkout is not currently enabled on this store and our payment provider is pending, so no payment is collected on the website at this time. Where an order has been arranged and paid directly by email, any refund will be returned by the same method used for that payment.
What we refund
- The full price of any item returned in line with our returns policy.
- Original standard delivery charges when you return a full order under your right to change your mind, in line with your statutory rights.
- Return postage costs only where an item was faulty, damaged or sent to you in error.
Deductions
We may reduce a refund to reflect any loss in value if an item has been handled more than was necessary to check it, in line with the UK Consumer Contracts Regulations.
Questions
Contact support@rosewodpet.shop or call +44 7867783395. ROSEWOOD PET PRODUCTS LIMITED, company number 00662785.