Returns & Refunds
1. Overview
We want you to be completely satisfied with your Pet Head purchase. If you are not satisfied for any reason, this policy sets out your rights and how to return items to us.
This policy is provided by Company of Animals Ltd, Ruxbury Farm, St. Ann’s Hill Road, Chertsey, Surrey, KT16 9NL (“we”, “us”, “our”). It forms part of our Terms and Conditions and does not affect your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.
2. Your Right to Cancel (Statutory)
As a consumer purchasing online, you have the right under the Consumer Contracts Regulations 2013 to cancel your order and return goods within 14 days of the day after delivery, without giving a reason. This is your statutory cancellation right.
To exercise this right you must notify us of your decision to cancel within the 14-day cancellation window. You then have a further 14 days from the date you notify us to return the goods.
Your cancellation period begins on the day after you, or a person identified by you to receive the goods, takes possession of the order.
3. How to Notify Us of a Return
To cancel your order or request a return, you must notify us in writing before the cancellation window closes. You can do this by:
• Email: hello@pethead.com
• Writing to: Company of Animals Ltd, Ruxbury Farm, St. Ann’s Hill Road, Chertsey, Surrey, KT16 9NL
Your notification should include your full name, order number, and the items you wish to return. We will confirm receipt of your cancellation request in writing.
We strongly recommend you retain a copy of your cancellation notification. Email is the quickest and easiest method.
4. Returning Your Goods
Once you have notified us, you must return the goods to us within 14 days of your cancellation notification. Returns should be sent to:
Returns Department
Company of Animals Ltd
Ruxbury Farm, St. Ann’s Hill Road
Chertsey, Surrey, KT16 9NL
Goods must be returned:
• In their original, unused condition with all original packaging intact
• With all items, accessories and any free gifts received with the order
• Securely packaged to avoid damage in transit
We strongly recommend you use a tracked or recorded delivery service and retain your proof of postage. We cannot accept liability for returned goods that are lost or damaged in transit and we cannot issue a refund until the goods have been received. .
5. Cost of Returns
Unless the goods are faulty, incorrectly supplied, or being returned due to our error, the cost of returning unwanted goods is your responsibility.
If a return is due to our error or a product defect, we will refund your reasonable standard return postage costs. Please contact us before returning so we can advise on the most appropriate method.
6. Items That Cannot Be Returned
For health protection and hygiene reasons, sealed products are excluded from the right to cancel once the seal has been removed after delivery.
This restriction does not apply where goods are faulty, damaged, or not as described.
7. Refunds
7.1 Unwanted Goods
We will issue your refund within 14 days of receiving the returned goods, or receiving evidence that the goods have been returned, whichever is earlier. Refunds will be made to your original payment method.
We reserve the right to make a deduction from the refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. For example, if you have used the product beyond what you would reasonably do when examining it in a shop.
7.2 Faulty or Incorrectly Supplied Goods
If the goods you receive are faulty, damaged on arrival, or do not match your order, you are entitled to a full refund of the product price and all delivery charges. . If the goods you receive are faulty, damaged on arrival, or do not match your order, please contact us as soon as reasonably possible after discovering the issue.
Once your return has been received, it may take up to 5 business days for inspection and processing. Refunds may take additional time to appear in your account depending on your payment provider.. We will also reimburse your reasonable return postage costs for faulty items.
8. Condition of Returned Goods
It is your responsibility to take reasonable care of the goods while they are in your possession. If returned goods arrive damaged or in a condition beyond reasonable examination, we reserve the right to reduce or decline the refund accordingly.
Where goods are returned in a condition beyond which is necessary to establish their nature, characteristics and functioning, we will notify you within a reasonable time and explain any deduction made.
9. Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer. In addition to the cancellation rights above, under the Consumer Rights Act 2015 you have rights in relation to goods that are:
• Faulty or not of satisfactory quality
• Not as described
• Not fit for purpose
If goods are faulty within 30 days of delivery, you are entitled to a full refund. Between 30 days and 6 months, we will offer a repair or replacement in the first instance. For further information on your statutory rights, visit www.citizensadvice.org.uk.
10. Contact Us
If you have any questions about this returns policy or wish to initiate a return, please contact us:
• Email: hello@pethead.com
• Post: Company of Animals Ltd, Ruxbury Farm, St. Ann’s Hill Road, Chertsey, Surrey, KT16 9NL
We aim to respond to all queries within 2 business days.
Last updated: June 2026
Company of Animals Ltd · Registered in England and Wales · June 2026
