At Pedigree Shop, we’re committed to providing premium dog nutrition products that keep tails wagging worldwide. However, we understand that sometimes a product might not meet your expectations. Our hassle-free returns policy ensures you can shop with confidence.

Our Return Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • Products must be unopened and in their original packaging
  • A receipt or proof of purchase is required
  • Items must be in the same condition as when you received them

Important Note: For health and safety reasons, we cannot accept returns on Frozen & Raw Dog Food products once they have been shipped. These items are temperature-sensitive and cannot be resold once they leave our facility.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer service team at [email protected] within 15 days of receiving your order
  2. Provide your order number and details about the product you wish to return or exchange
  3. Wait for return authorization – we’ll email you a Return Merchandise Authorization (RMA) number and return instructions
  4. Package the items securely in their original packaging if possible
  5. Ship the items back to our facility at:
    Pedigree Shop Returns
    76 High St, St Albans, GB CH8L 2AO

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot guarantee receipt of returned items.

Refund Process

Once your return is received and inspected (typically within 3-5 business days), we’ll process your refund or exchange:

  • Refund method: Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: 3-5 business days after we receive your return
  • Bank processing: Depending on your financial institution, it may take an additional 2-5 business days for the refund to appear on your statement

Exchanges will be processed as soon as we receive your return, and the new item will be shipped within 1-2 business days.

Return Request Template

To help expedite your return request, please use the following template when contacting us:

Subject: Return Request – Order #[Your Order Number] Dear Pedigree Shop Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details: Product Name: [Product Name] Quantity: [Number of Items] Reason for Return: [Please specify – wrong item, defective, changed mind, etc.] I understand that frozen/raw food products cannot be returned once shipped. Please send me the return authorization and instructions at your earliest convenience. Best regards, [Your Full Name] [Your Email Address] [Your Phone Number – optional]

Damaged or Defective Items

If you receive a damaged or defective product (excluding Frozen & Raw Dog Food), please contact us immediately at [email protected] with photos of the damaged item and packaging. We’ll arrange for a replacement or refund at no additional cost to you.

International Returns

For our international customers (excluding Asia and certain remote areas):

  • Return shipping costs are the customer’s responsibility
  • Customs fees and import duties are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional customs charges

For any questions about our returns policy, don’t hesitate to contact our friendly customer service team at [email protected]. We’re here to help you and your furry friends!