Returns & Refund Policy

At Fable Pets, your satisfaction matters to us. This Returns & Refund Policy explains how returns, exchanges, and refunds are handled when you shop with us.

Returns

You have 30 days from the date of delivery to request a return.
To qualify for a return, the item must:
  • Be unused, undamaged, and in the same condition as when you received it
  • Be returned in its original packaging, where possible
  • Include all original parts, tags, and accessories
Items returned in a condition that prevents us from reselling them may not qualify for a refund.

Non-Returnable Items

Some items cannot be returned, including:
  • Items marked as final sale
  • Gift cards
  • Personalised or custom-made products (where applicable)
If you are unsure whether your item is eligible for return, please contact us before sending it back.

How to Request a Return

To start a return, please contact us with the following details:
  • Your order number
  • The item you wish to return
  • The reason for the return
Contact details:
Once your return request is approved, we will send you instructions on how and where to send the item.

Return Shipping

Customers are responsible for the cost of return shipping, unless the item is faulty, incorrect, or not as described — in which case we will cover the return costs.
We strongly recommend using a tracked shipping service for your return. We cannot be held responsible for items that are lost or damaged during return transit.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, please contact us as soon as possible after delivery. We will review the issue promptly and arrange a replacement or refund, whichever is appropriate.

Refund Processing

Once your returned item has been received and inspected, we will notify you of the outcome of your return.
If your refund is approved:
  • The refund will be issued to your original payment method
  • Processing times may vary depending on your bank or payment provider
  • Please allow several business days for the refund to appear in your account

Exchanges

If you would like to exchange an item for a different size, colour, or product, please contact us first so we can check availability and arrange the exchange.

Late or Missing Refunds

If your refund has been approved but you have not received it:
  1. Check with your bank or payment provider — processing times can vary
  2. Contact your payment provider directly for more information
  3. If the issue continues, reach out to us and we will investigate on your behalf

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law. Your legal rights remain fully protected.

Contact Us

If you have any questions about returns or refunds, you can reach us at:
Registered address: Fable Pets 10 Downing St London SW1A 2AA United Kingdom
Phone: +44 7865 643813
Email: contact@fablepets.co.uk
Website: fablepets.co.uk