Refund policy
🐾 Returns & Refunds Policy
Last updated: 8th October 2025
Thank you for shopping with Thelmas Pawfect Pet Supply
We hope you and your pets love your purchase, but if something isn’t quite right, we’re here to help.
1. Your Right to Cancel (Online & Distance Orders)
If you purchased from us online, by phone or through our other social media outlets, you have the right to cancel your order within 14 days of receiving your goods.
You need to notify us of your cancellation within this period and return the goods within 14 days.
To exercise your right to cancel, please contact us at:
📧 info@thelmasboutique.co.uk
📞 07713924338
2. Returns Eligibility
We accept returns for the following items:
✅ Pet accessories (toys, collars, beds, leads, bowls, etc.) — if unused, in their original packaging, and in resalable condition.
✅ Faulty or damaged goods — if an item arrives faulty, damaged, or not as described, we will offer a replacement, repair, or full refund.
Unfortunately, we cannot accept returns for:
❌ Perishable items such as pet food, treats, supplements, or other consumables, unless they are faulty, damaged, or delivered in error.
❌ Items that have been used, chewed, washed, or are not in their original packaging.
❌ Personalised or custom-made products.
3. How to Return an Item
1. Contact our customer service team at info@thelmasboutique.co.uk to request a return.
2. We’ll provide return instructions and, if applicable, a return label.
3. Please ensure the item is securely packaged to avoid damage in transit.
4. Return to:
This will be supplied with your email return notification
Unless the item is faulty or sent in error, you’ll be responsible for return postage costs.
4. Refunds
Once we receive your return, we’ll inspect it and notify you of the approval or rejection of your refund.
Approved refunds will be processed within 7–10 working days to your original payment method.
If your returned item shows signs of use or damage not present on delivery, we may make a reasonable deduction from your refund.
5. Exchanges
We’re happy to exchange items for a different size, colour, or style if stock allows. Please contact us first to confirm availability.
6. Faulty or Incorrect Items
If your order arrives faulty, damaged, or incorrect, please contact us within 48 hours of receipt with photos of the issue.
We’ll arrange a replacement or full refund at no cost to you.
7. Contact Us
If you have any questions about our Returns Policy or need help with a return, please contact:
📧 info@thelmasboutique.co.uk
📞 07713924338