Returns & Refunds

Which products can I return?

We are happy for you to return any products that you have purchased from us that are unused in a resalable condition and in their original packaging.

We are unable to accept returns of the following products:

  • Personalised products
  • Made-to-measure products
  • Veterinary medicines including flea treatments & wormers
  • Opened food

Returns Instructions

If you are not completely satisfied with your order, please return your goods within 30 days of receipt using the following instructions:

Contact us on the following email:, stating what items you would like to return and the reason why. Please provide the Sales Order reference that can be found on the packing slip provided with your delivery.

A member of our team will issue you with a Returns Authorisation Code which will help to speed up the processing of your order against your account. You will also be given instructions about what service to use to return the item.

Where the item is damaged, faulty or supplied in error by us we will exchange the item or refund the full purchase price.

Where the item was ordered in error it may be returned to us for a full refund but the cost of return postage is not refundable.

Please enclose your returns authorization number that will be sent to you by a member of the Online Pet Connection Customer Service Team. Please return your products to the following address:


Pet Connection

Ashtree Enterprise Park

Rathfriland Road


Co. Down

BT34 1BY

The amounts that you will be refunded

  • Unwanted orders – we will refund the full price of the returned goods, excluding postage charged.
  • Damaged or Faulty Orders – we will refund the full price of the goods and the cost of delivery. There will be no returns charge on these orders.
  • Wrong orders – If we have sent you the wrong product(s), and you do not wish to have your original order resent to you. We will refund the full price of the goods and the cost of delivery. There will be no returns charge for returning the incorrect products that were sent to you.

Please ensure that you return the products within 14 days of cancellation of the contract. We will process refunds when we have received the returned product.

Refunds Policy

We want you to be happy with your purchase from Pet Connection, if you are not then just return the products to us or to one of the Pet Connection Superstores following the instructions above. We will exchange or refund the debit or credit card that was used to originally place the order.

Terms & Conditions

If you are unhappy with your purchase, please let us know within 30 days of your purchase.

It is very important that any item that is unwanted and not faulty is sent back in a resalable condition. This means that the product needs to be unused, undamaged and kept in its original packaging.