Refund policy
Last Updated: September 11, 2026
At Shomi Pets, we want you to be happy with your purchase. If you are not completely satisfied with your order, we’re here to help.
1. Returns
We accept returns within 30 days of delivery.
To be eligible for a return:
- The item must be unused and in its original condition.
- The item must be in its original packaging, where applicable.
- You must provide your order number or proof of purchase.
- Pet food and other consumable products must be unopened and unused for hygiene and safety reasons.
2. Damaged or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible.
Send us your order number and clear photos of the item and packaging at:
We will review the issue and, where appropriate, provide a replacement or refund.
3. Non-Returnable Items
Certain products may not be eligible for return, including:
- Opened or used pet food
- Opened treats or other consumable products
- Items that have been damaged after delivery due to misuse
- Gift cards, where applicable
4. Refunds
Once your returned item is received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method. Please allow your payment provider additional processing time for the refund to appear in your account.
5. Return Shipping
If you are returning an item because you changed your mind or no longer need it, return shipping costs may be the responsibility of the customer.
If the item is damaged, defective, or incorrect, please contact us before returning it so we can provide appropriate assistance.
6. How to Start a Return
To request a return, contact us at:
Email: contact@shomipets.com
Phone: +44 7853 750154
Please include your name, order number, item you wish to return, and reason for the return.
7. Contact Us
If you have any questions about our Return & Refund Policy, please contact:
Shomi Pets
Suite 6560, Unit 3A
34–35 Hatton Garden, Holborn
London, United Kingdom, EC1N 8DX
Email: contact@shomipets.com
Phone: +44 7853 750154
This policy is intended as a general e-commerce policy and should be reviewed for compliance with the laws applicable to your business and customers.