Returns & Refunds Policy — Affordium Shopping UK

We want you to be completely happy with every order you place at Affordium Shopping. If something is not right, our returns policy for our UK pet shop makes it simple to get a refund or replacement — no lengthy forms, no awkward phone calls, no hassle.

Our 14-day returns policy

You can return any eligible item within 14 days of receiving your order for a full refund to your original payment method. You do not need to give a reason.

What can be returned

• Any unused item in its original condition and packaging with all freebies, gifts, tags and receipt etc
• Items that arrived damaged, faulty, or not as described
• Items where the wrong product was sent
• Items that do not match their product description on our website

What cannot be returned

For hygiene and safety reasons, the following items cannot be returned once opened or used:

• Used grooming tools, brushes, feeder, bowls or nail grinders that have made contact with a pet or products that have made contact with pet etc
• Opened consumable products such as dental treats or supplements
• Custom or personalised items made to your specification

This does not affect your rights if any of the above items are faulty or not as described on delivery — faulty items are always eligible for return or replacement regardless of category.

How to return an item — step by step

Step 1 — Contact us within 14 days of delivery Email us at info@affordiumshopping.uk with your order number, the item you wish to return, and the reason for your return. We respond within 24 hours, Monday to Saturday.

Step 2 — Receive your return authorisation We will reply with a return authorisation number and the correct return address. Do not send items back without contacting us first — returns sent without authorisation may be delayed or rejected.

Step 3 — Pack and send your item Pack the item securely, ideally in its original packaging. Write your order number clearly on the outside of the parcel. Send it to the address we provide using a tracked postal service — we recommend Royal Mail Tracked 48 for cost-effective UK returns.

Step 4 — Receive your refund Once we receive and inspect the returned item, we will process your refund within 5 to 7 business days back to your original payment method. Your bank may take a further 3 to 5 business days to show the refund in your account depending on your provider.

Who pays for return postage?

This depends on the reason for your return:

Change of mind returns — if you are returning an item because you have changed your mind or no longer need it, you are responsible for the cost of return postage. We recommend using Royal Mail Tracked 48 which typically costs £2.99 to £4.99 for small parcels.

Faulty, damaged, or incorrect items — if your item arrived damaged, is faulty, or is not what you ordered, we cover the cost of return postage. We will either email you a prepaid returns label or reimburse your return postage costs upon receipt. You will also receive a refund of your original order.

Damaged or faulty items — what to do

If your order arrives damaged or faulty, please do the following:

1. Take a clear photo or short video of the damaged item and its packaging when opening the package.
2. Email the photo to info@affordiumshopping.uk within 48 hours of delivery, along with your order number
3. We will assess the issue and respond within 24 hours with either a replacement or a refund.
4. For damaged items, we may not require you to return the item at all — we will advise you on this when we respond

We deal with every damage and fault report on a case-by-case basis and always aim to resolve it in the way that is most convenient for you.

Refund timeline

Refunds are always issued to your original payment method. We cannot refund to a different card or account.

Order cancellations

If you want to cancel your order email us at info@affordiumshopping.uk within 6 hours of placing your order with your order number and the subject line “ORDER CANCELLATION.”

If your order has already been dispatched, we are unable to stop the delivery. In this case order can not be canceled.

Late or missing refunds

If you have not received your refund within the timeframes above, please take these steps:

1. Check your bank account again — some refunds appear as “pending” before becoming visible
2. Contact your bank or card provider — processing times vary by institution
3. If you still have not received your refund after 15 business days from our confirmation email, contact us at info@affordiumshopping.uk and we will investigate immediately.

A note on our dropshipping model

Affordium Shopping operates using a dropshipping model, which means your orders are fulfilled and shipped directly by our UK-based suppliers. In most cases, returns are sent to a UK returns address that we will provide when you request a return. We manage the entire returns process on your behalf.

Contact us about a return

Our team is always happy to help with any returns or refund question.

Email: info@affordiumshopping.uk Response time: Within 24 hours, Monday to Friday Please include: Your order number and a description of the issue

You can also visit our FAQ page for answers to common returns questions, our Contact page to send us a message, or our Shipping & Delivery page for delivery information.

Last updated: 01-06-2026