Returns & Refunds

We want you to be happy with your purchase. If you are not completely satisfied, you can return eligible items within 30 days of delivery. This policy applies to purchases within the United Kingdom and is in addition to your statutory rights.

Your Statutory Cancellation Right

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving it, for any reason, and receive a refund. This statutory right sits alongside our wider 30-day returns window below.

Return Conditions

  • Condition: items must be unused, in their original condition, and returned with the original packaging, including all accessories, tags and documents.
  • Return window: 30 days from the date of delivery (14-day statutory cancellation right honoured, as above).
  • Territorial scope: this return and refund policy applies to purchases in the United Kingdom.

Return Costs

  • For defective, damaged or incorrect products: no cost to you — we cover the return shipping.
  • For change of mind: the cost of return delivery is the customer's responsibility. Original shipping costs are non-refundable.
  • Restocking fee: we do not charge any restocking fees.

How to Return an Item

  1. Contact us first: email support@pactstore.com with your order number and the reason for the return, so we can log your return and confirm the details.
  2. Pack your item: repack the item securely in its original packaging, including all accessories, tags and documents.
  3. Send it back: post your parcel to our returns address — Pact, 13 Freeland Park, Poole, BH16 6FH, United Kingdom. Please contact us before sending so we can process your return quickly.

Refund Process

  • Inspection: once we receive your return we will inspect the item to ensure it meets our return criteria.
  • Refund: after inspection, your refund will be processed within 7 working days. It can take a further 7 working days for the refund to appear on your original payment method, depending on your bank or payment provider.
  • Method: refunds are issued to your original payment method.

Exchanges

Want to swap for a different size, colour or product? No problem — contact us at support@pactstore.com and we will help arrange an exchange.

Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned once opened or used — including pet bedding and mats, items worn against the skin such as pet apparel and life jackets, and personal-care items — unless they are faulty. This does not affect your statutory rights.

Contact

Pact — 13 Freeland Park, Poole, BH16 6FH, United Kingdom. Email: support@pactstore.com. Phone: 07438 933112.