Refund and Returns Policy
At Wonderland Pets, we want you and your pets to be completely happy with every purchase. If an item isn’t quite right, our return process is straightforward and transparent. We offer a 30-day return policy from the date your order is delivered.
1. Return Methods
We offer two easy ways to return your items:
In-Store Returns: If you live nearby, you can bring the item and your order confirmation email directly to our Stanford-le-Hope store during our standard operating hours. (This is the fastest way to get a refund or exchange!)
By Mail: You can post the item back to our return address listed at the bottom of this page.
2. Return Fees & Conditions
We believe in 100% transparent pricing. We never charge hidden fees for bringing an item back.
Restocking Fee: £0.00 (We do not charge a restocking fee on any returns).
How return shipping costs are handled depends entirely on the reason for the return:
Case A: “Change of Mind” (Customer Remorse)
If you simply changed your mind, ordered the wrong size, or your pet just isn’t interested in the item, we are happy to accept a return.
The Rule: You (the customer) are responsible for paying the return shipping fees. The item must be returned in brand-new, unused condition, with all original tags and packaging intact.
The Scenario: You order a medium red harness, but when it arrives, you realize you actually wanted the blue one. Or, you buy a new dog bed, but decide it doesn’t match your living room. You pay the postage to send it back to us (or drop it off in-store for free). As long as the harness or bed has not been used by your pet and still has the tags on, we will issue a full refund for the item.
Case B: Defective, Damaged, or Incorrect Items (Our Error)
If we made a mistake or the item arrived damaged or faulty, we take full responsibility.
The Rule: Wonderland Pets will cover 100% of the return shipping costs.
The Scenario: You order a bag of premium cat food, but the courier delivers it with a rip in the bag. Or, you ordered a squeaky toy, but we accidentally packed a laser pointer instead. You contact us with a photo of the issue. We will email you a free pre-paid return shipping label (or refund your postage costs) and immediately send out the correct replacement or issue a full refund.
3. Exchanges
We accept exchanges for unused, unopened items in their original packaging with all tags and accessories included. To request an exchange, contact us first at support@wonderlandpets.store or call +44 1375 360036 with your order number.
Do not send anything back without receiving our approval first — unapproved returns will be refused. Once approved and the item received and inspected, we will dispatch the replacement within 1–2 business days.
Return postage is the customer’s responsibility. Any price difference will be charged or refunded before dispatch.
4. How to Start a Return
Please do not send items back by mail without contacting us first, so we know to look out for your parcel.
Email us at support@wonderlandpets.store or call +44 1375 360036.
Provide your Order Number and the reason for the return.
Our team will respond within 2 business days with the correct shipping instructions or a return label (if applicable).
5. Non-Returnable Items
For the health, hygiene, and safety of all our furry customers, the following items cannot be returned once opened or used:
Perishable goods (e.g., opened pet food, treats, supplements).
Custom-made or personalized pet ID tags.
Any product that has been soiled, chewed, worn, or damaged by your pet.
6. Refund Processing Time
Once we receive and inspect your return at our shop, we will notify you of the approval. Approved refunds will be issued to the original payment method used at checkout (credit/debit card or digital wallet). Please allow 5 to 10 business days for your bank or credit card company to process and post the funds to your account.
7. Contact Us & Return Address
If you have any questions about a return, our team is ready to help!
Email: support@wonderlandpets.store
Phone: +44 1375 360036
Return Address: 73 Southend Rd Stanford-le-Hope, SS17 0PQ United Kingdom
Store Hours:
- Monday to Saturday: 9:00 AM – 5:00 PM (GMT)
- Sunday: 10:00 AM – 3:00 PM (GMT)