Our Terms for Returns and Refunds Now
Here at Prado's Pet, the well-being of your beloved animals is our top priority. Should you be unhappy with a purchase, we are here to walk you through our straightforward UK returns procedure right away.
Window for Returns
Your return request must be made within 14 days of your parcel arriving. Unfortunately, beyond this period, we cannot offer any money back or provide any alternative replacements.
Condition of Goods
For a successful return, goods must be in their original condition: unworn, with tags intact, and in the first box. Any products with marks or damage cannot be refunded. We maintain these high values for our local pet owners across the London region.
How to Start a Return
To begin, email pradospetuk@gmail.com stating your order ID and the reason for the swap. Our London-based team will then send the return location and clear steps on how to complete the process.
Payouts and Swaps
- Refunds: After checking your item, we will confirm if your refund is granted. Validated payments are returned to your bank account within 5 to 10 business days. Exchanges: We only swap products if they are faulty or broken when delivered. If you require a replacement for a broken item, please contact us via email to arrange for a new one to be posted out.
Excluded Products
For health and hygiene reasons, we do not take back perishables such as kibble or treats, used brushes, or custom-made bits unless there is a clear error from the factory or manufacturer.
Postage Fees
Buyers must cover the postage for returns unless the parcel was damaged or the wrong item was dispatched by Prado's Pet. We urge you to use a Royal Mail tracked service to make sure it reaches our London hub, as we aren't liable for any items that go missing in transit.
Need more help
Should you need further clarity on our refund terms, please get in touch at pradospetuk@gmail.com. We offer bespoke help to ensure every pet owner in the capital gets the support they deserve today.