Change or cancel an order

If you wish to change or cancel an order contact our Customer Service team by email: info@obsessedwithpets.co.uk, 7 days a week. Please have the order number and date the order was placed to hand.

If your products have already been delivered, then you will need to follow our returns procedure.

Returns procedure

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product (Please see refund Policy below for guidance).

Exception: If the product you wish to return was despatched directly from our supplier (highlighted on the delivery note) it cannot be returned to Obsessed with Pets. Please follow the return instructions on your delivery note or contact our customer service team if in doubt.

1. Returns via our address below

Complete the form on the rear of the delivery note including: order number, item ref, the reason for the return and whether you want a refund or a replacement.

Please include your Delivery note with your return.

Obsessed with Pets
Unit D
The Wallows
Fens Pool Avenue
Brierley Hill
West Midlands
DY5 1QA

2. Returns via courier collection

• Contact Customer Service on 01384 482887  between 8am and 8pm, 7 days a week;
• We will email you back with further instructions and we will arrange for the courier to come to collect the product you wish to return.

Please note: we will refund the price of the item to the purchaser or exchange the product once it is received by us. A refund of the delivery charge will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.

Packing and sending your return

To ensure that your refund is processed as quickly as possible, please follow the procedures below.

• Return the product in its original packaging;
• Pack the product to avoid damage during returns transit;
• Include your despatch note or your name, address, phone number, order number and whether you require a refund or a replacement.

Refund policy

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product, provided (in the case of any non-defective products) it is in fully resaleable condition. Returns should be made within a reasonable time (usually 28 days) and in original, undamaged packaging.* Please see below for exceptions to this policy.

If the product returned is not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

*Products we are unable to refund or exchange

We are unable to offer a refund or exchange on personalised goods (such as pet id tags) unless they are faulty.

Delivery charges

We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted.

Faulty returns

Consult the manufacturers handbook or website if appropriate. If you need a repair, call our Customer Service team on 01384 482887 or visit your nearest Pets at Home store. You will be asked for details of the model number and date of purchase. Your despatch note provides this information and acts as your guarantee, so please make sure that you keep it throughout your guarantee period.

In the unlikely event that an issue has not be resolved to your satisfaction, please let us know by calling our Customer Service team on 01384 482887 between 8am and 8pm, seven days a week, or by sending us an email using our online form. Should you remain dissatisfied please write to the Customer Services, Obsessed With Pets, Unit D, The Wallows, Fens Pool Avenue, Brierley Hill, West Midlands, DY5 1QA