At PetNest Shop, we take pride in providing premium products for your avian companions and aquatic ecosystems. While we carefully inspect all items before dispatch, we understand that sometimes returns or exchanges may be necessary. Our policy is designed to make this process as straightforward as possible for our global community of pet enthusiasts.

Our Returns Promise

We offer a 15-day return window from the date of delivery for most products. To be eligible for return, items must be:

  • In original, undamaged packaging with all tags attached
  • Unused and in resalable condition
  • Accompanied by the original receipt or proof of purchase

Important Note: Due to hygiene and safety reasons, the following products cannot be returned or exchanged:

  • Bird Food & Bird Grits/Sand Sheets
  • Bedding materials
  • Opened packages of any consumable products

Return Process

To initiate a return or exchange, please follow these steps:

  1. Contact our team: Email [email protected] within 15 days of receiving your order. Use the subject line “Return Request: [Your Order Number]” and include:
    • Your order number
    • Product name(s) you wish to return
    • Reason for return
    • Whether you prefer a refund or exchange
  2. Await authorization: Our customer service team will respond within 2 business days with return instructions and an RMA number.
  3. Package your items: Securely repackage the items in their original packaging, including all accessories and documentation.
  4. Ship your return: Send the package to our returns centre at the address provided in your authorization email. We recommend using a tracked shipping service.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For international returns, we recommend choosing a shipping method with tracking and insurance, especially for fragile items like aquarium lighting systems or bird cages.

Refund Processing

Once we receive and inspect your return:

  • Refunds will be processed within 5 business days
  • Your refund will be credited to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Please allow 7-10 business days for the refund to appear in your account, depending on your financial institution

For exchanges, we will ship your replacement item once the return is received. Shipping times will follow our standard delivery estimates.

Damaged or Defective Items

If you receive a damaged or defective product (such as an aquarium LED light with malfunctioning components or a bird cage with structural issues):

  1. Contact us immediately at [email protected] with photos of the damage
  2. We will arrange for a replacement or refund at no additional cost to you
  3. In some cases, we may request return of the damaged item for quality control purposes

Return Request Template

To help expedite your return request, please use the following template when contacting us:

Subject: Return Request: [Your Order Number] Dear PetNest Shop Team, I would like to request a return/exchange for my recent order (#[Order Number]). Below are the details: Product Name: [Product Name] Product Code/SKU: [If available] Quantity: [Number of items] Reason for Return: [Please specify – wrong item, defective, changed mind, etc.] Preferred Resolution: [Refund/Exchange for [Product Name]] I have reviewed the Returns Policy and confirm the item is in its original condition with all packaging intact. Please advise on next steps and provide the return authorization details. Best regards, [Your Full Name] [Your Contact Number] [Order Date]

Need Assistance?

Our dedicated customer service team, comprised of fellow pet enthusiasts, is here to help with any questions about returns or exchanges. Contact us at [email protected] or our postal address:

PetNest Shop Returns
24 Segrave Rd
Plymouth, GB PL7N 4GZ

We appreciate your trust in PetNest Shop for your avian and aquatic needs and strive to make every transaction satisfactory for you and your pets.