Effective Date: 06/01/2026
This Return & Refund Policy explains the conditions under which returns and refunds may be requested for purchases made through Broadway Pet Stores.
By placing an order, you acknowledge and agree to the terms outlined in this policy.
1. Return Eligibility
Eligible items may be returned within 30 days of the delivery date.
To qualify for a return, items should:
- Be unused and in their original condition
- Be returned with original packaging where reasonably possible
- Be accompanied by proof of purchase or order confirmation
Returns that do not meet these requirements may not be eligible for a refund.
2. Return Period
- Return requests should be submitted within 30 days of delivery.
- Requests received after the applicable return period may not be accepted.
- Customers are encouraged to contact us promptly if they wish to initiate a return.
3. Return Shipping
Unless otherwise required by law or agreed upon by Broadway Pet Stores:
- Customers are responsible for return shipping costs for change-of-mind returns.
- Customers are responsible for arranging return shipment.
- Customers should retain tracking information and proof of shipment.
Where an item is received damaged, defective, or incorrect, return shipping costs may be reviewed and handled on a case-by-case basis.
Original shipping charges are generally non-refundable unless otherwise required by applicable law.
4. Restocking Fees
Broadway Pet Stores does not currently charge a restocking fee.
Customers remain responsible for any applicable return shipping costs.
5. How to Request a Return
To request a return, please contact:
Email: support@broadwaypetstores.com
Please provide:
- Order number
- Product name
- Reason for the return
- Photographs where relevant
Return requests will be reviewed and further instructions will be provided where applicable.
6. Refund Process
After a returned item is received and inspected:
- Return eligibility will be assessed
- Approved refunds will be issued to the original payment method where possible
- Customers may be notified when the refund has been processed
7. Refund Conditions
Refunds may be approved when:
- The item satisfies the eligibility requirements outlined in this policy
- The returned item is received in acceptable condition
A reduced refund or refusal of refund may occur if:
- The item shows signs of use beyond reasonable inspection
- The item has been damaged after delivery
- Components or original packaging are missing
- The return does not comply with this policy
8. Items That May Not Qualify for Refund
The following items may not be eligible for return or refund where permitted by law:
- Used pet beds or pet houses
- Pet beds or pet houses showing signs of wear, stains, odors, pet hair, washing, or damage
- Used pet harnesses, collars, or leads
- Pet harnesses, collars, or leads returned damaged, altered, or not in original condition
- Used interactive pet toys
- Pet toys showing signs of chewing, damage, or excessive wear
- Used pet clothing
- Pet clothing returned worn, washed, damaged, or without original tags where applicable
- Personalized or custom-made products
- Clearance, final-sale, or non-returnable items identified at the time of purchase
- Items returned outside the applicable return period
Unused items that meet the eligibility requirements may qualify for return in accordance with this policy.
9. Damaged, Defective, or Incorrect Items
If you receive an item that appears damaged, defective, or incorrect:
- Contact us within a reasonable period after delivery
- Provide photographs showing the issue
- Include your order information
The matter will be reviewed and an appropriate resolution will be considered.
10. Order Cancellations
Orders may only be cancelled before processing or fulfillment has begun.
Once an order has entered processing or has been dispatched, cancellation may not be available.
11. Exchanges
Direct product exchanges are not currently offered.
Customers wishing to obtain a different item may:
- Return the original item if eligible under this policy; and
- Place a new order separately.
12. Late or Missing Refunds
If you believe a refund has not been received:
- Check your bank account and payment method
- Contact your card issuer or financial institution
- Allow additional processing time where necessary
If the issue remains unresolved, please contact us for assistance.
13. Contact Information
For questions regarding returns or refunds, please contact:
Business Information
Business Name: Broadway Pet Stores
Business Address:
6-8 Muswell Hill Broadway, Muswell Hill, London N10 3RT, United Kingdom
Business Phone: +44 2088833200
Business Email: support@broadwaypetstores.com
Important Information
This policy does not limit or replace any rights available under applicable consumer protection laws.
Customers are responsible for applicable return-related costs unless otherwise stated.
Returned items should be packaged securely to help prevent damage during transit.
Customers should retain proof of shipment and tracking details for their records.
Refund eligibility is subject to inspection of returned items.