Refund policy
Effective Date: 13 June 2026
Welcome to Broadway Pet Stores. This Return & Refund Policy explains the conditions under which returns and refunds may be accepted.
By placing an order with us, you agree to the terms outlined below.
1. Return Eligibility
We offer a 30-day return period from the date your order is delivered.
To be eligible for a return:
- The item must be unused and in its original condition
- The item must be returned in its original packaging
- Proof of purchase or order confirmation is required
Returns that do not meet these requirements may not be accepted.
2. Return Period
- Return requests must be submitted within 30 days of delivery
- Requests made after the return period may not be eligible for return
3. Return Shipping Costs
Customers are responsible for:
- Return shipping costs
- Arranging their preferred return shipping method
- Providing tracking information where available
Original shipping charges are non-refundable unless otherwise required by applicable law.
4. Restocking Fees
Broadway Pet Stores does not charge restocking fees.
Customers remain responsible for return shipping costs.
5. How to Request a Return
To request a return, please contact us at:
Email: support@broadwaypetstores.com
Please include:
- Your order number
- The reason for the return
- Photographs of the item, if applicable
Our customer service team will review your request and provide return instructions.
Please do not send items back without receiving return authorization.
6. Refund Process
Once a returned item has been received and inspected:
- Approved refunds will be processed within 10 business days
- Refunds will be issued to the original payment method used for the purchase
- You will receive confirmation once your refund has been processed
7. Refund Eligibility
Refunds may be approved when:
- The returned item meets the requirements outlined in this policy
- The item is received in acceptable condition
A reduced refund or refusal of refund may apply where returned items are not in their original condition or do not comply with this policy.
8. Non-Returnable Items
The following items are generally not eligible for return:
- Items that have been used
- Items returned damaged or incomplete
- Clearance or final sale items
- Items returned outside the return period
- Products damaged after delivery due to misuse, improper handling, or neglect
Unused items that satisfy the return requirements may qualify for return.
9. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us as soon as possible after delivery.
To help us review the issue, please provide:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging
We will review the information and provide appropriate assistance.
10. Order Cancellations
Orders may be cancelled before processing begins.
Once an order has entered processing, cancellation may no longer be possible.
11. Exchanges
We do not offer direct exchanges.
If you would like a different item, please:
- Return the original item in accordance with this policy
- Place a new order separately
12. Late or Missing Refunds
If you have not received your refund:
- Check your bank account or payment method again
- Contact your bank or card provider
- Allow additional processing time, as payment providers may require several business days
If you still require assistance, please contact our customer support team.
13. Contact Information
Business Name: Broadway Pet Stores
Business Address:
6-8 Muswell Hill Broadway,
Muswell Hill, London N10 3RT,
United Kingdom
Business Phone: +44 208 883 3200
Business Email: support@broadwaypetstores.com
Business Hours: Monday–Friday: 9:00 AM – 5:00 PM (GMT)
Order Cut-Off Time:
5:00 PM (GMT)
Important Information
- Customers are responsible for return shipping costs unless otherwise required by law
- We recommend retaining proof of postage until the return has been completed
- Returned items should be packaged securely
- Refund eligibility is subject to inspection of the returned item
- This policy does not affect any rights available under applicable consumer protection laws in the United Kingdom