Returns and refunds

The formal returns and refunds policy has not been published yet. Rather than print a return window and a refund guarantee that have not been agreed, this page describes what happens today and how to raise a problem. Get in touch and it will be dealt with case by case.

Contact us with your order number (the PZ-YYYYMMDD-XXXX code on your confirmation) and describe the problem. Damaged goods, a missing item or the wrong size are all worth telling us about, and the sooner the better.

The contact page lists the ways to reach us.

An order can be cancelled before it is delivered. When that happens the items go straight back into stock so somebody else can buy them, and the order is marked cancelled rather than deleted, so there is a record of what happened.

Because every order is cash on delivery, an order cancelled before it arrives has cost you nothing, because there is no payment to refund and no card to reverse it against.

Whether opened food, treats or used grooming items can be returned is part of the policy still being finalised. Ask before opening a product you are unsure about.