Refund policy

At UK Prime Trade, we want you and your pet to love every purchase. We understand that sometimes a product might not be the perfect fit, which is why we offer a straightforward, hassle-free 30-day return policy.

You have 30 days after receiving your item to request a return.

1. Eligibility for Returns

To ensure a smooth return process, your item must be in the same condition that you received it:

  • Unworn, unused, and unwashed (free of any pet hair or odour).

  • In its original packaging with all original tags attached.

  • Accompanied by the receipt or proof of purchase.

To initiate a return, please contact our dedicated support team at sales@ukprimetrade.co.uk.

Please Note: Items sent back to us without prior communication and approval cannot be accepted.

2. Shipping & Return Labels

Once your return request is reviewed and accepted, our team will send you a Return Shipping Label along with step-by-step instructions on how and where to send your package.

  • Damages and Issues: Please inspect your package upon delivery. If the item is defective, damaged, or if you receive the wrong product, contact us immediately at sales@ukprimetrade.co.uk so we can evaluate the issue and make it right straight away with a free replacement.

3. Exceptions & Non-Returnable Items

For health, hygiene, and safety reasons (especially for our furry friends), certain types of items cannot be returned:

  • Perishable goods (such as pet food, treats, or supplements).

  • Custom-made or personalized pet items.

  • Opened pet grooming liquids, shampoos, or personal care items.

  • Sale Items & Gift Cards: Unfortunately, we cannot accept returns on sale items or promotional gift cards.

4. Simple Exchanges

The fastest way to get what you need is to return the item you have. Once your return is accepted, you can make a separate, new purchase for the correct size or color on our website.

5. UK & European Union 14-Day Cooling-Off Period

In alignment with the UK Consumer Rights and EU regulations, if the merchandise is being shipped into the UK or European Union, you have the right to cancel or return your order within 14 days for any reason and without justification, provided the item meets the standard return eligibility criteria mentioned above.

6. Fast & Transparent Refunds

We will notify you immediately once we have received and inspected your returned item. If approved, you will be automatically refunded on your original payment method within 7 to 10 business days.

Please keep in mind that your bank or credit card provider may take some additional time to process and post the refund to your account. If more than 12 business days have passed since your return was approved and you haven't received your refund, please reach out to us directly at sales@ukprimetrade.co.uk.