At Divine Pets, we carefully curate premium pet products from leading British and European brands. We want you to shop with confidence and, if something isn't quite right, we'll make the returns process as straightforward as possible.
This policy explains your statutory rights to cancel an online purchase, how to return unwanted items, and how we handle faulty or damaged goods.
Your Right to Cancel
If you purchase goods from Divine Pets online, you have the right to cancel your purchase without giving a reason.
You may cancel your order before you receive it, or within 14 days beginning on the day after your goods are delivered.
To exercise your right to cancel, you must notify us by email or in writing before the 14-day cancellation period expires. Please contact us at returns@divinepets.co.uk
Once you have notified us, you have a further 14 days to return the goods.
Return Conditions
Returned goods should be handled only to the extent necessary to establish their nature, characteristics and functionality, as you would when examining goods in a retail store.
Where reasonably possible, returned items should be sent back:
If goods have been handled beyond what is reasonably necessary to inspect them and this results in a reduction in their value, we reserve the right to make an appropriate deduction from your refund, as permitted by the Consumer Contracts Regulations.
Items Excluded from Cancellation
The statutory right to cancel does not apply to:
These products cannot be cancelled or returned unless they are faulty, damaged or not as described.
If you are unsure whether a product is bespoke or made to order before placing your order, please contact us and we'll be happy to advise.
Special Order Products
Many Divine Pets products are supplied directly from specialist British and European manufacturers.
Some items are ordered or produced specifically to fulfil your order and may therefore have longer lead times than stocked products.
Where a product is made to your specifications or clearly personalised, the statutory right to cancel does not apply under the Consumer Contracts Regulations.
Standard (non-bespoke) special-order products remain subject to your statutory rights.
Damaged or Faulty Goods
Please inspect your order as soon as reasonably possible after delivery.
If your order appears to have been damaged during transit, we ask that you notify us within 7 days of delivery and provide clear photographs of:
Providing this information enables us to investigate the issue promptly and, where appropriate, submit a claim with the delivery carrier.
If your item develops a manufacturing fault or is not as described, please contact us as soon as reasonably possible so we can assess the issue and arrange an appropriate remedy in accordance with your statutory rights.
Some products may require inspection by the manufacturer before a fault can be confirmed. This does not affect your statutory rights.
Returning Your Order
Please do not return any item without contacting us first so we can provide the correct return instructions.
As many of our products are dispatched directly from specialist manufacturers, return addresses vary by brand. Unauthorised returns may result in delays in processing your refund. Please do not return goods directly to the manufacturer unless we have specifically instructed you to do so.
Unless goods are faulty, damaged, not as described, or otherwise required by law, customers are responsible for the cost of returning unwanted items.
We recommend using a tracked delivery service, as customers remain responsible for returned goods until they are safely received. We recommend retaining your proof of postage until your return has been received and processed.
Refunds
Once your returned goods have been received and inspected, we will notify you of the outcome.
Where a refund is approved, it will be made using the same payment method used for the original transaction unless otherwise agreed.
Where returned goods have been handled beyond what is reasonably necessary to inspect them, any deduction made to reflect the resulting loss in value will be explained.
Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection legislation.
Some brands have additional return procedures due to the way they are manufactured or dispatched. Please refer to the following pages before returning products from these collections:
If you have any questions regarding this policy, wish to exercise your right to cancel, or believe an item is faulty or damaged, please contact us:
Email: returns@divinepets.co.uk
Please include your order number wherever possible to help us assist you more quickly.
Last updated: 16 July 2026
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