Last Updated: 26/03/2026

At ScritchPets, your happiness matters to us. We want you to be completely thrilled with every purchase — and if you're not, we've made it easy to sort things out.

Order Cancellations

Changed your mind? No worries. Just drop us a message at info@scritchpets.com within 24 hours of ordering and include your order number — we'll take care of it.

After that window, things move fast on our end and we may not be able to catch it in time. Once your order's on its way, cancellation isn't an option — but you're welcome to return it once it arrives using the process below.

Return Policy Overview

Here's the quick version:

• Return Window: 30 days from the day your order lands on your doorstep
• Condition: Items need to be unused, in their original condition, with all packaging, tags, and accessories included
• Easy Returns: Our support team will walk you through every step
• Restocking Fee: None — we don't believe in them

30-Day Easy Returns

You've got a full 30 days from delivery to send something back if it's not right for you.

To qualify, items should be:

• Unused
• In their original condition
• Sent back with all original packaging, tags, and accessories

And just to be clear — there's absolutely no restocking fee. £0. Zero.

 

Return Costs

Defective or Incorrect Products

If we got it wrong, you shouldn't have to pay a penny. Returns are completely free when the product:

• Isn't what you ordered
• Arrived damaged during shipping
• Is faulty or defective in any way

Customer Remorse (Change of Mind)

We totally get it — sometimes things just don't work out. In these cases, you'll need to cover the return postage:

• You ordered the wrong item by mistake
• It doesn't quite fit
• You've simply changed your mind

Please note that original shipping costs aren't refundable in these situations.

How to Return an Item

1. Contact Us — Send an email to info@scritchpets.com with your order number and let us know why you'd like to return it.
2. Pack Your Item — Pop it back in the original packaging with all accessories, tags, and documents included. Make sure it's secure for the journey.
3. Send It Back — We'll send you a return authorisation email with full instructions, including the recommended carrier and shipping method.

Refund Process

• Inspection: Once your return reaches us, we'll give it a quick check to make sure everything meets our return criteria.
• Refund Timing: Once approved, your refund will be on its way. Allow up to 7 business days for it to hit your account, depending on your bank or payment provider.

Exchanges

Prefer a swap? No problem. If you'd like a different size, colour, or product entirely, just get in touch at info@scritchpets.com and we'll get it sorted quickly.

Order Not Delivered

If your order hasn't shown up within the expected delivery window, reach out to us at info@scritchpets.com with your order number. We'll chase it up with the carrier straight away. If it turns out the package is lost, we'll either refund you in full or send a replacement — whichever you prefer — at no extra cost.

Non-Returnable Items

A small number of products can't be returned for hygiene and safety reasons. These will always be clearly flagged as non-returnable on the product page before you buy.

Changes to This Policy

We may update this policy from time to time. When we do, we'll revise the Last Updated date at the top of this page. We'd recommend checking back occasionally. By continuing to use our site after any updates, you're accepting the revised policy.

Questions?

Pop over to our FAQs page or get in touch with our customer service team — we're happy to help.

Contact Information

Store Address: 46 Queen Margaret's Road, Coventry CV4 8FW, United Kingdom 

Store Email: info@scritchpets.com

Store Phone: +442033769839

Customer Service Hours: Monday to Friday: 9:00 AM - 5:00 PM (GMT)

We do our best to reply to your e-mail within 1-2 business days.