Payment & Returns


Paying for your order could not be easier, choose from the following options.


  • Most of the major credit cards are accepted, card details are held securely and are permanently deleted once payment confirmed, payment is via our own certified secure socket layer (SSL).
  • You will be given the option to save your card details on file, they are held very securely, and cannot be accessed by anyone by you. You can remove or amend your details anytime.


  • By far the easiest and safest way to pay, we subscribe to the PayPal trading terms and you can be confident that your details are secure.


  • We understand that not everybody is confident about entering their card details into a website, if your prefer, our sales assistants will be happy to take your payment over the phone on 07983 940 375, simply complete your order online and select pay by phone, we will hold your order on file for 7 days, use this option if you would like to collect your order in person from our store.


  • We also have the ability to provide you with a payment link to pay for your goods. This link is very secure and can be sent to you via Email or Text, whatever suits you best, we are happy to help.
  • Google Pay and Apple Pay are available payment methods.


  • On receipt of your order, please highlight any damages with the courier and contact us immediately.
  • You can either call us on 07983 940 375or email us with you order details and a good time to call you to discuss, whatever is easiest for you.


  • For any reason you are not happy with your order, please contact us immediately. We will do our upmost to resolve any issues. You must notify us of any issues with your order within 14 days of delivery.
  • The returning order needs to be in a sellable condition with an outer protection, to enable an adhesive address label to be placed.
  • While the goods are in your possession, you have a legal responsibility to take care of them. We reserve the right to seek compensation from the refund if the goods are returned unfit for resell.
  • You are responsible for the risk and costs associated with returning goods, please contact us for help and advice.
  • On receipt of a resolution, a refund will be processed instantly by Pet Direction. Dependant on your bank, a refund can take up to 3 to 5 working days to appear in your bank account. A PayPal transaction should appear instantly in your PayPal account.
  • Your rights to return goods are protected under the EU Distance Selling Directive and under the UK Consumer Rights Act. Any damages or issues raised regarding your order will not affect your Statutory Rights.