Refund policy

Effective Date: 06/01/2026

Thank you for shopping with Broadway Pet Stores, operated by BROADWAY PET STORES LTD (Company Number: 08937245), with its registered office at 6-8 Muswell Hill Broadway, London, N10 3RT, United Kingdom. We are committed to providing quality pet products and a fair, transparent return and refund process for our customers.

Our product categories include Interactive Toys, Pet Collar & Leash, Pet Feeding, Pet Comfort Bed, and Pet Grooming & Care.

By placing an order through our website, you agree to the terms outlined below. This policy does not affect any statutory rights you may have under applicable UK consumer protection laws.

1. Return Eligibility

We offer a 30-day return window from the date of delivery for eligible returns.

To be eligible for a return under our additional 30-day return policy:

  • The item should be unused and in its original condition.
  • The item should be free from pet hair, odors, stains, damage, or excessive signs of use.
  • The item should be returned with its original packaging where reasonably possible.
  • All relevant accessories, components, and parts should be included where applicable.
  • Proof of purchase, such as an order confirmation, is required.

Returns that do not meet these conditions may not qualify under our additional 30-day return policy.

These conditions do not limit statutory rights relating to faulty, defective, misdescribed, or incorrectly supplied products.

2. Return Window

Customers may request a return within 30 days from the delivery date.

Return requests submitted after this period may not qualify under our additional 30-day return policy.

For eligible online purchases, customers may also have statutory cancellation rights under UK law. These statutory rights are separate from our additional 30-day return policy.

We recommend contacting us as soon as possible if you wish to return an item.

3. Return Shipping Responsibility

Change-of-Mind Returns

For change-of-mind returns made under our additional 30-day return policy, customers are generally responsible for:

  • Return shipping costs.
  • Arranging a suitable return shipping method.
  • Packaging the product securely for return.
  • Providing tracking information where available.

Keeping proof of postage is recommended until the return process has been completed.

Damaged, Faulty, or Incorrect Items

If you receive a damaged, faulty, defective, or incorrect item, please contact us before returning the product.

Where the claim is approved and applicable law requires us to cover the return cost, BROADWAY PET STORES LTD will cover the reasonable return shipping cost.

Original delivery charges will be handled in accordance with applicable UK consumer law.

4. Restocking Fee

We do not charge any restocking fee (0%).

No handling or administration fees apply to approved returns.

Where a deduction is legally permitted because a product has been handled beyond what is reasonably necessary to inspect it and its value has been reduced, the applicable deduction may be taken from the refund.

5. How to Initiate a Return

To request a return, please contact us at:

Business Email: support@broadwaypetstores.com

Please provide:

  • Your order number.
  • Product name.
  • Reason for the return, where applicable.
  • Clear photographs of the product or packaging where applicable.
  • A description of any damage, fault, or issue.

Our support team will review your request and provide further return instructions.

Please do not send a return to our registered office address unless we specifically instruct you to do so.

6. Refund Process

Once your returned item has been received and inspected:

  • Approved refunds under our additional 30-day return policy are generally processed within 14 calendar days after the returned item has been received .
  • Statutory refunds will be processed within the timeframe required by applicable UK law.
  • Refunds will normally be issued to the original payment method used for the purchase.
  • You will receive notification once your refund has been approved and processed.

The time required for the refund to appear in your bank account or payment account may vary depending on your bank, card provider, or payment service.

7. Original Delivery Charges

For eligible statutory cancellations, standard delivery charges will be refunded in accordance with applicable UK law.

Any additional cost for an upgraded or expedited delivery service may not be refundable where permitted by law.

For change-of-mind returns under our additional 30-day return policy, original delivery charges are generally non-refundable unless otherwise required by law.

8. Refund Conditions

Refunds under our additional 30-day return policy are generally issued when:

  • The item meets the applicable return eligibility requirements.
  • The item is received in acceptable condition.
  • The return is requested within the applicable return period.
  • The return complies with this policy.

A partial refund or deduction may apply where legally permitted if:

  • The product has been excessively used.
  • The product has been damaged after delivery.
  • Components or accessories are missing.
  • The product has been altered or modified.
  • The product has been returned in a condition that reduces its value.

Any refund decision will be made in accordance with applicable UK consumer protection law.

9. Product Categories

BROADWAY PET STORES LTD currently offers products within the following categories:

Interactive Toys

Interactive toys should be returned unused and in suitable condition for resale under the additional 30-day return policy.

Products showing excessive use, damage, missing components, or misuse may be subject to a deduction where permitted by law.

Pet Collar & Leash

Pet Collar & Leash products should be returned unused and in suitable resalable condition.

Products showing excessive wear, damage, alteration, or misuse may be subject to a deduction where permitted by law.

Pet Feeding

Pet Feeding products should be returned unused, clean, complete, and in suitable condition for resale.

Products that have been used, damaged, contaminated, or returned incomplete may be subject to a deduction or may not qualify under our additional 30-day return policy.

Pet Comfort Bed

Pet Comfort Bed products should be returned unused and in suitable resalable condition.

Products showing signs of excessive use, chewing, stains, odors, damage, or missing components may be subject to a deduction where permitted by law.

Pet Grooming & Care

Pet Grooming & Care products should generally be returned unused and in suitable condition for resale.

Where a product is sealed for hygiene reasons, applicable statutory exceptions may apply if the seal has been broken, where permitted by law.

These product-specific conditions do not affect statutory rights relating to faulty, defective, misdescribed, or incorrectly supplied products.

10. Restricted Returns Under Our Additional 30-Day Policy

For our additional 30-day change-of-mind return policy, the following products may not qualify for a return or may be subject to specific conditions:

  • Products that have been excessively used.
  • Products damaged through misuse, neglect, or improper handling after delivery.
  • Products that have been altered or modified.
  • Products missing essential components or accessories.
  • Products returned in a condition unsuitable for resale.
  • Products returned outside the applicable return period.
  • Certain sealed products that are not suitable for return for health or hygiene reasons once unsealed, where applicable by law.
  • Clearance or final-sale products may have additional commercial return restrictions.

These restrictions apply only to our additional 30-day return policy and do not remove, exclude, or limit any statutory consumer rights that cannot legally be excluded or restricted.

11. Damaged, Faulty, or Incorrect Items

If you receive a damaged, faulty, defective, or incorrect item, please contact us as soon as reasonably possible.

Please provide:

  • Your order number.
  • Product name.
  • A description of the issue.
  • Clear photographs of the product and packaging where available.
  • Any additional information reasonably requested by our support team.

We will review the issue and provide an appropriate resolution in accordance with applicable law.

Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement, price reduction, or refund.

12. Order Cancellations

Customers may contact us to request cancellation before an order has been processed or dispatched.

Once an order has entered processing or has been dispatched, cancellation through our standard pre-dispatch cancellation process may no longer be possible.

However, this does not affect any statutory cancellation rights that may apply to eligible online purchases after delivery.

13. Exchanges

We currently do not offer direct exchanges.

If you wish to purchase a different product:

  1. Return the original product in accordance with the applicable return terms.

  2. Place a new order separately.

This does not affect any statutory remedies available for faulty, defective, incorrect, or misdescribed products.

14. Late or Missing Refunds

If you have not received your refund:

  • Check your bank account again.
  • Contact your card provider.
  • Contact your bank, as processing times may vary.
  • Check whether the payment provider has placed the refund under a pending status.

If the issue persists, please contact us at support@broadwaypetstores.com for assistance.

15. Return Packaging

Customers are responsible for packaging returned products securely when they are responsible for the return shipment.

We recommend:

  • Using suitable protective packaging.
  • Including all relevant product components and accessories.
  • Using a tracked delivery service where practical.
  • Keeping proof of shipment until the return process has been completed.

BROADWAY PET STORES LTD is not responsible for damage caused by inadequate packaging during a customer-arranged return, subject to applicable statutory rights.

16. Contact Information

Business Name: BROADWAY PET STORES LTD
Business Email: support@broadwaypetstores.com
Business Phone: +44 20 8883 3200
Registered office address:
6-8 Muswell Hill Broadway, London, N10 3RT,United Kingdom
Company number: 08937245
Business Hours: Monday–Friday: 9:00 AM – 5:00 PM (GMT/UTC+0)
Order Cut-Off Time: 5:00 PM (GMT/UTC+0)

Important Notice

  • Customers are responsible for applicable return shipping costs for eligible change-of-mind returns under our additional 30-day return policy.
  • Return shipping costs for faulty, damaged, defective, or incorrect products will be handled in accordance with applicable law.
  • Returned products should be securely packaged to help prevent damage during transit.
  • Customers should keep proof of shipment and tracking information where available.
  • Refund eligibility under the additional 30-day return policy may depend on inspection of the returned product.
  • Statutory consumer rights are not affected by this policy.
  • Nothing in this policy excludes, restricts, or limits any consumer rights that cannot legally be excluded or restricted under UK law.