Refunds and returns

Last updated 25 September 2026. If anything here is unclear, ask us before you order and we will explain it.

Changing your mind: 14 days from delivery

Irish and EU law give you 14 days from the day your order is delivered to change your mind and withdraw from the purchase, without giving a reason. Our own policy also accepts returns within 15 days of purchase. Whichever of the two gives you longer applies.

To withdraw, tell us before the period ends. An email to theteam@customersupport.care with your order number is enough, or you can use the model form further down. Then send the item back within 14 days of telling us.

What you pay and what we refund

You pay the cost of posting the item back to us, and we ask you to use a tracked service so neither of us is left guessing where it is. We refund the price you paid and the standard delivery charge. If you chose Express Delivery, the extra you paid for it is not refunded.

The refund goes back to the payment method you used, or we hold it as credit against a future order if you would rather. We make it within 14 days of you telling us you are withdrawing, and we may wait until the item is back or you show us it has been posted. In practice we process a refund within 24 to 48 hours of the item arriving.

There is no charge for cancelling before dispatch, and nothing is deducted from your refund for handling or packing.

The condition of the item

Please send it back in its original packaging, with your receipt, order confirmation or other proof of purchase from this website. You can handle an item the way you would in a shop to see what it is like. If it has been used beyond that (a bed the dog has already claimed, say), the law lets us reduce the refund by the loss in value.

We cannot accept returns of items bought from other retailers.

Not sure whether the dog stairs will reach the sofa or the pen will fit the hallway? Email us the measurements before you order and we will tell you straight. A return you never have to make is the easiest kind.

Cancelling before it ships

You can cancel any order free of charge until it ships. Most orders ship within 24 hours, so email us within 12 hours of ordering to be sure of catching it, and we will tell you where yours has got to.

Faulty, damaged or incorrect items

This part applies to everything we sell, and nothing above affects it.

If your order arrives faulty, damaged, not as described, or not what you ordered, email us straight away with your order number. We repair it, replace it or refund you at no cost to you, and we pay the return postage. A photograph of the item and the packaging helps us take it up with the courier and speeds things along, but it is not a condition of your rights.

If an order does not arrive, or arrives with parts missing, tell us and we will chase the courier and resend or refund it. Delivery is our responsibility until the goods reach you.

Your rights under the Consumer Rights Act 2022 are not affected by anything on this page: goods must be of satisfactory quality, fit for their purpose and as described.

How to return something

Email theteam@customersupport.care with your order number and a short note about what you would like to do. We will reply with the return address. Please contact us before sending anything back: items go back to the warehouse your order shipped from, so this makes sure the return reaches the right place and is credited to your order.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You can copy it into an email.

To: Pet Supply Company, Charlemont Exchange, Charlemont St, Saint Kevin's, Dublin, D02 VN88, Ireland. Email: theteam@customersupport.care

I hereby give notice that I withdraw from my contract of sale of the following goods: [item]

Ordered on [date] / received on [date]

Name: [your name]. Address: [your address]. Date: [date]

If something goes wrong

If you are unhappy with how we have handled a return, email caseresolution@customersupport.care with your order number and a person will look at it again from the start, or see our complaints handling policy. You can also contact the Competition and Consumer Protection Commission (ccpc.ie) for information about your rights.

Who you are dealing with

Pet Supply Company, a division of Caruso Consulting Co Ltd. Ireland administration office: Charlemont Exchange, Charlemont St, Saint Kevin's, Dublin, D02 VN88, Ireland. Registered address: . Email theteam@customersupport.care.