Refund policy
We want you and your pet to be happy with every order. This policy explains how to cancel an order, return an item and get a refund. It applies to purchases made from petdentist.co.uk by consumers in the United Kingdom. Nothing in this policy takes away your legal rights, including your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
At a glance
- 14-day right to cancel: you can cancel any order for any reason up to 14 days after the day you receive it (sealed hygiene and food items must still be unopened).
- 60-day returns promise: unused items in their original, unopened packaging can be returned for a refund or exchange up to 60 days after delivery.
- Petsmile 30-day taste guarantee: if your dog or cat refuses Petsmile toothpaste, we refund that tube within 30 days of delivery, even if it has been opened (one tube per household).
- Faulty, damaged or wrong items: full refund or replacement, and we pay the return postage.
- Refunds go back to your original payment method within 14 days of us receiving the return (or your proof of postage).
1. Your 14-day right to cancel
Because you buy from us online, you have a legal right to change your mind and cancel your order without giving a reason. The cancellation period ends 14 days after the day on which you (or someone you nominate) receive the goods. If your order is delivered in more than one parcel, the 14 days run from the day you receive the last parcel.
To cancel, tell us before the cancellation period ends by emailing info@petdentist.co.uk or by using the model cancellation form at the end of this policy (you do not have to use the form). If you have already received the goods, you must send them back to us within 14 days of telling us that you are cancelling.
When you cancel under this right, we refund the price you paid for the goods plus the standard delivery charge you paid (if any). You are responsible for the cost of returning the goods to us, unless they are faulty or not as described. We may reduce your refund to reflect any reduction in the value of the goods caused by handling beyond what is needed to check them, in the same way you would in a shop.
Sealed hygiene and food items. By law, the right to cancel does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once they have been unsealed after delivery (regulation 28(3) of the 2013 Regulations). This applies to pet toothpaste, probiotic powders (which are pet food) and toothbrushes once the seal or packaging has been opened. You can still return these items if they are faulty, and Petsmile toothpaste is also covered by our taste guarantee below.
2. Our 60-day returns promise
On top of your legal rights, you can return any item that is unused and in its original, unopened packaging for a refund or exchange up to 60 days after the day of delivery. Email us first so we can give you a returns reference. Under this promise we refund the price you paid for the item; the original delivery charge is only refunded where you cancel your whole order within the 14-day cancellation period. You pay the return postage unless the item is faulty or we sent the wrong item.
3. Petsmile 30-day taste guarantee
We are confident your pet will take to Petsmile Professional Pet Toothpaste, so if your dog or cat refuses it, we will refund the price of that tube within 30 days of delivery, even if it has been opened. To claim, email info@petdentist.co.uk within 30 days of delivery with your order number, the flavour and a photo of the tube. You can choose a refund or an exchange for a different Petsmile flavour. The guarantee covers one tube per household, applies to Petsmile toothpaste bought from petdentist.co.uk (for the Pet Dental Duo Kit, we refund the toothpaste's standalone price) and cannot be combined with any other return of the same tube. You do not need to send the tube back unless we ask you to.
4. Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If an item arrives damaged, is faulty, or is not what you ordered, please email us within 30 days of delivery with your order number and a photo. You are entitled to a full refund (including delivery charges) or a replacement, and we will pay the cost of returning the item. After 30 days you are still entitled to a repair or replacement, and if that is not possible, a refund. If a product is unsafe or has deteriorated before its best-before date, we will replace or refund it.
5. How to return an item
- Email info@petdentist.co.uk with your order number, the item(s) you are returning and the reason. We will reply within 2 working days with a returns reference and instructions.
- Pack the item securely in its original packaging where possible and include a note with your order number and returns reference.
- Post it to: Petdentist Returns, c/o The Parcel Store, Unit 1056 Moulton Park, Deer Park Road, Northampton NN3 6RX, United Kingdom.
- Keep your proof of postage. We recommend a tracked service, as the goods remain your responsibility until they reach us. For faulty or incorrect items we will provide a pre-paid label or reimburse your reasonable postage cost.
6. Refunds
Refunds are made to the payment method you used for the order. We will refund you within 14 days of receiving the returned goods, or within 14 days of you providing proof that you have sent them back, whichever is earlier. If you cancel before dispatch, we refund you within 14 days of your cancellation. If a discount code or multi-buy price applied to your order, we refund the amount you actually paid; if you return only part of a multi-buy or bundle offer, the refund is the price paid less the value of the discount that applied to the items you keep. Please allow your bank or card provider a few days to show the refund.
7. Exchanges
If you would like a different flavour or product, tell us when you email. We will either send the replacement once we receive your return, or refund you so you can place a new order, whichever is quicker for you.
8. Subscribe & Save orders
Some products can be bought on a Subscribe & Save plan at 15% off, delivered every 4, 6 or 8 weeks. You pay for each delivery when it is due, we email you a reminder before each renewal, and there is no minimum term or cancellation fee. You can skip, pause, change or cancel your subscription at any time from your account (Orders > Manage Subscription) or by emailing us; changes made before a renewal is processed take effect from that renewal. Each delivery is covered by this policy in the same way as a one-off order.
9. Complaints and dispute resolution
If something has gone wrong, please email info@petdentist.co.uk and we will do our best to put it right. If you are not satisfied with our final response, you can contact the Citizens Advice consumer service (0808 223 1133, citizensadvice.org.uk) for free, independent advice. We are not currently a member of an alternative dispute resolution (ADR) scheme.
10. Who you are buying from
Your contract is with Pet Dentist L.L.C-FZ, trading as Petdentist®, licensed by the Meydan Free Zone Authority, Dubai (licence no. 2530609.01), registered office: Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates. UK correspondence and returns: c/o The Parcel Store, Unit 1056 Moulton Park, Deer Park Road, Northampton NN3 6RX, United Kingdom. Email: info@petdentist.co.uk.
Model cancellation form
Complete and return this form only if you wish to cancel the contract. You can copy it into an email.
To: Pet Dentist L.L.C-FZ (Petdentist), c/o The Parcel Store, Unit 1056 Moulton Park, Deer Park Road, Northampton NN3 6RX, United Kingdom. Email: info@petdentist.co.uk
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods: ____________________
Ordered on [*] / received on [*]: ____________________
Order number: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ____________________
[*] Delete as appropriate.
Last updated: 19 October 2026.