Refund policy

Returns & Refund Policy

Roxy’s Pet Shop Ltd

At Roxy’s Pet Shop, animal welfare is our highest priority. We want every customer to carefully consider the responsibility involved before purchasing an animal.

This policy explains our approach to returns, refunds and exchanges for live animals and other products purchased from Roxy’s Pet Shop.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Live Animals

1.1 Please Consider Your Purchase Carefully

Purchasing a live animal is a commitment and should not be considered a trial period.

Before completing a purchase, customers should ensure that they are fully prepared for the animal and have considered its housing, care requirements, ongoing costs, lifespan and suitability for their circumstances.

Our team is happy to provide advice before purchase to help customers make an informed decision.

1.2 No Change-of-Mind Returns on Live Animals

Live animals cannot be returned for a refund, exchange or store credit simply because a customer has changed their mind.

This includes, but is not limited to, situations where:

  • The customer or another family member no longer wants the animal;

  • A child loses interest in the animal;

  • The customer decides the animal is not suitable for them;

  • The customer changes their mind about keeping the animal;

  • The customer did not fully consider the time, cost or responsibility involved; or

  • The customer's personal circumstances change after purchase.

Once an animal has left our premises, we cannot control the environment, other animals, illnesses, parasites or other potential risks to which it may have been exposed.

For animal welfare and biosecurity reasons, a returned animal cannot simply be placed back into our livestock and offered for resale.

Please therefore be certain that you are ready to provide a suitable, permanent home before purchasing any live animal.

This change-of-mind policy does not affect your statutory rights where there was a problem with the animal at the time it was supplied.

1.3 48-Hour Health Guarantee

All animals are carefully monitored prior to sale and are sold in good health to the best of our knowledge.

Roxy’s Pet Shop provides an additional 48-hour health guarantee from the time of purchase.

If an animal becomes unwell or dies during this period, please contact us as soon as possible.

Depending upon the circumstances, we may request reasonable supporting evidence. This may include:

  • Proof of purchase;

  • Photographs or videos;

  • Details of the animal's enclosure and husbandry;

  • Water-quality information for aquatic animals;

  • Veterinary findings or reports; and/or

  • Where appropriate, the return of the deceased animal.

Where a problem is established, an appropriate remedy will be provided having regard to the circumstances and the customer's statutory rights.

Our 48-hour health guarantee is an additional benefit and does not replace, restrict or limit your statutory rights.

1.4 Health Concerns After 48 Hours

The end of our 48-hour health guarantee does not mean that a customer's statutory rights end after 48 hours.

However, Roxy’s Pet Shop is not automatically responsible for every illness, injury or death that occurs after an animal has left our premises.

Each case will be considered individually.

Relevant factors may include:

  • The animal's health and condition at the time of sale;

  • Veterinary evidence;

  • Housing and enclosure conditions;

  • Temperature and humidity;

  • Heating, lighting and UVB provision;

  • Thermostat use;

  • Diet and supplementation;

  • Water quality and filtration;

  • Hygiene and husbandry;

  • Exposure to other animals;

  • Accidents or injuries; and

  • Any other circumstances that may have affected the animal after purchase.

Where appropriate, veterinary evidence may be requested to help establish the nature and likely cause of a health problem.

1.5 Veterinary Treatment

If an animal becomes unwell, customers should seek appropriate veterinary advice where necessary.

Customers should not delay urgent veterinary treatment while waiting to speak to Roxy’s Pet Shop.

If you believe an illness or condition may have been present when the animal was purchased, please contact us as soon as reasonably possible.

1.6 Rehoming or Surrendering an Animal

We understand that unexpected circumstances can sometimes arise.

If you are no longer able to care for an animal purchased from us, please contact the shop and we will offer advice where possible.

In some circumstances, Roxy’s Pet Shop may agree to accept an animal for rehoming or surrender. This is entirely separate from returning an animal under your consumer rights.

Accepting an animal for rehoming does not create an entitlement to a refund, exchange or store credit.

We cannot guarantee that we will be able to accept every animal for rehoming.

1.7 Suitable Setups & Customer Responsibility

Customers are responsible for ensuring that appropriate accommodation and equipment are available before purchasing an animal.

Depending on the species, Roxy’s Pet Shop may require photographs or videos showing the complete setup before completing a sale.

This may include:

  • Suitable enclosure or housing;

  • Appropriate heating;

  • Thermostatic control;

  • Correct UVB and lighting;

  • Suitable substrate;

  • Appropriate filtration;

  • Correct water conditions; and

  • Other species-specific equipment.

Roxy’s Pet Shop reserves the right to refuse the sale of any animal where we are not satisfied that appropriate accommodation or care arrangements are in place.

Once an animal leaves our care, the customer is responsible for providing appropriate ongoing husbandry and meeting the animal's welfare needs.

2. Pet Supplies, Food & Accessories

2.1 Change-of-Mind Returns

For eligible non-livestock products purchased in store, Roxy’s Pet Shop offers a 14-day change-of-mind returns period.

To qualify, the product must:

  • Be unused;

  • Be in a clean and resaleable condition;

  • Be in its original, unopened packaging where applicable; and

  • Be accompanied by proof of purchase.

Where these conditions are met, an eligible return may be accepted for a refund, exchange or store credit in accordance with our policy.

2.2 Faulty, Damaged or Misdescribed Goods

If a product is faulty, damaged or not as described, please contact us as soon as possible.

Customers have statutory rights under the Consumer Rights Act 2015. Depending on the circumstances, these may include a refund, repair or replacement.

Nothing in our change-of-mind returns policy affects these statutory rights.

3. Products Excluded From Change-of-Mind Returns

For hygiene, health and safety reasons, we cannot normally accept change-of-mind returns on opened or used products including, but not limited to:

  • Opened pet food;

  • Treats and chews;

  • Bedding and substrate that has been opened or used;

  • Used animal housing or equipment where hygiene may be affected;

  • Used feeding or drinking equipment; and

  • Other products that cannot reasonably be resold for hygiene or safety reasons.

These exclusions apply to change-of-mind returns only and do not affect your statutory rights if a product is faulty, damaged, unsafe or not as described.

4. Proof of Purchase

Proof of purchase will normally be required when requesting a refund, exchange or other remedy.

This may include the original receipt or another suitable transaction record that allows us to verify the purchase.

5. Refund Method

Where a refund is due, it will normally be made using the original method of payment.

Refunds to debit or credit cards may take several working days to appear, depending on the customer's card provider or bank.

6. Statutory Rights

Nothing within this Returns & Refund Policy is intended to exclude, restrict or reduce a customer's statutory rights.

Where UK consumer law provides a customer with rights beyond those offered voluntarily by Roxy’s Pet Shop, those statutory rights will apply.

Our policies relating to change-of-mind returns and our additional 48-hour live-animal health guarantee do not override those rights.

7. Changes to This Policy

Roxy’s Pet Shop Ltd reserves the right to update or amend this policy when necessary.

Any changes will apply to future purchases and will not remove statutory rights relating to purchases already made.

8. Contact Us

If you have any questions regarding a purchase, return or the health of an animal purchased from us, please contact us.

Roxy’s Pet Shop Ltd
204 High Street
Bloxwich, Walsall
WS3 3LA

📞 Telephone: 01922 492521
📧 Email: info@roxyspetshop.co.uk
🌐 Website: www.roxyspetshop.co.uk

Opening Hours
Monday – Saturday: 9:00am – 5:00pm
Sunday: 10:00am – 3:00pm

Animal welfare is our highest priority. Please make sure you are fully prepared for the commitment before purchasing any live animal.