Refund policy

Last updated: 16 October 2026. This policy applies to consumer purchases from Pegasus Pets. Nothing in it limits your statutory rights or any more favourable rights already agreed for your purchase.

Frozen and raw perishable food

We do not offer voluntary change-of-mind returns, exchanges or refunds on frozen or raw perishable food after delivery or collection. The distance-selling cancellation exception applies to goods liable to deteriorate or expire rapidly; it does not automatically apply to all pet food or other pet products.

For qualifying perishable goods supplied correctly, ordering the wrong item or quantity, changing your mind or your pet refusing the food does not create a change-of-mind refund entitlement. Any cancellation right that applies by law remains available.

Returned frozen food is not put back into saleable stock because its storage and cold chain cannot be verified. This safety rule does not prevent a refund or other remedy for faulty, unsafe, damaged, incorrect or misdescribed goods.

Faulty goods and delivery problems

All goods must be of satisfactory quality, fit for purpose and as described. Contact us if your order does not meet those requirements. We will provide the remedy required by law, which may include a refund, replacement or price reduction. We will not insist on store credit or a replacement where you are entitled to a refund.

The short-term right to reject faulty goods is normally 30 days from the relevant delivery date. For goods reasonably expected to perish sooner, a shorter reasonable period applies. Other statutory remedies may remain available afterwards.

We remain responsible for problems caused by our own delivery service or a courier we arrange, including APC. We do not reject a valid claim simply because a courier caused a delay. Damage caused solely by incorrect storage or handling after satisfactory delivery or collection is assessed separately; we do not assume misuse merely because food has left our premises.

Report a problem safely

Email info@pegasusuniquepets.co.uk with your order number or other proof of purchase, affected items and a description. Please report temperature or condition concerns promptly, ideally on arrival. This is a request to help us investigate, not a deadline removing your rights. Photos, packaging and batch details are helpful where available, but are not mandatory conditions for a valid statutory claim.

Do not feed food you believe is unsafe. Contact us before returning frozen food so we can arrange safe assessment, collection or disposal. Do not refreeze food merely to return it. We cover reasonable return or collection costs for valid faulty-goods claims.

Change-of-mind cancellation of other distance purchases

Where a statutory cancellation right applies to goods bought online or by telephone, you may cancel from ordering until 14 days after receipt by you or your nominated recipient. For goods ordered together but delivered separately, the period normally runs from receipt of the last item. For a contract for regular deliveries, it normally runs from the first delivery. Send a clear cancellation statement by email or post; the optional form below is not compulsory. Return the goods within 14 days after notifying us.

You pay the direct cost of a change-of-mind return that can normally be sent by post, unless we failed to tell you this before purchase. For goods that cannot normally be returned by post, we bear the return cost unless the required return-cost information was provided before purchase. We do not charge restocking fees. Any lawful deduction for diminished value is limited to handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, and only where the required cancellation information was provided.

Legal exceptions can include qualifying perishable goods and sealed goods genuinely unsuitable for return for health or hygiene reasons once unsealed. Opening ordinary packaging alone does not remove cancellation rights. Purchases concluded in-store have no general statutory change-of-mind right, but faulty-goods rights still apply and any agreed voluntary offer will be honoured.

Refunds

For a valid distance-sale cancellation, we refund the payments due, including standard outbound delivery where the whole order is cancelled. The extra cost of a premium delivery upgrade is not refundable unless legally required. We refund without undue delay and within 14 days after receiving the goods back or evidence of their return, whichever is earlier. If we offer to collect the goods, or no return is required, we refund within 14 days after cancellation notification.

For a statutory rejection of faulty goods, we refund without undue delay and within 14 days after agreeing that you are entitled to a refund. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee.

Contact and return address

Pegasus Pets, Unit 1, Whitchurch Business Park, Buckingham Road, Whitchurch, Buckinghamshire, HP22 4RB, United Kingdom.
Email: info@pegasusuniquepets.co.uk.

Optional cancellation form

To Pegasus Pets at the address or email above:
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods / for the supply of the following service: __________
Ordered on / received on: __________
Name of consumer(s): __________
Address of consumer(s): __________
Signature of consumer(s), only if sent on paper: __________
Date: __________
Delete as appropriate. Use only where a cancellation right applies; any clear cancellation statement is also accepted.