Refund policy

Refund and returns policy

Last updated 31 August 2026.

If something is not right, we want to fix it. This page explains how.

Before you send anything back

Please do not post an item back to us before we have given you a returns address. We do not hold stock ourselves. Items are shipped by the supplier who stocks them, and the correct return address depends on which supplier sent your parcel. A parcel posted to the wrong place cannot be refunded because it never reaches anyone who can process it.

Email hello@thepetlarder.com first. Tell us your order number and what is wrong. We will reply with the address to use.

Return window

You can request a return within 30 days of the day your item is delivered.

If your order arrived as several parcels, the window runs from the delivery date of the parcel containing the item you want to return, not from the first parcel that arrived.

What we can accept back

To be returned, an item needs to be unused, in the condition you received it, and in its original packaging where it had any.

For hygiene reasons we cannot accept back items that have been used on an animal. That includes grooming tools that have been used, dental items, and anything that has been in contact with a pet. If such an item is faulty, that is a different situation and it is covered below.

Who pays return postage

If the item is faulty, damaged in transit, or is not the item you ordered, we pay. You will not be out of pocket.

If you have changed your mind, you pay the return postage. We refund the price of the item. We do not refund the original shipping cost you paid at checkout.

Damaged, faulty or wrong items

Tell us as soon as you can, and ideally within 7 days of delivery. Send photographs of the item and of the packaging it arrived in. Photographs matter here because we have to raise the problem with the supplier, and a supplier will act on a photograph much faster than on a description.

Once we have those, we will either replace the item or refund it. We will tell you which before we do it, and in most cases you get to choose.

Cancelling an order

If your order has not yet been sent to the supplier for packing, we can cancel it and refund you in full. Email us quickly, because on our fastest suppliers that window is short.

Once a supplier has packed and dispatched an item we cannot cancel it. At that point it becomes a return.

If we cannot supply your order

Occasionally a supplier will tell us after your order that they cannot fulfil it. If that happens we will contact you, and you can either wait, swap for something else, or take a full refund. If we cannot reach you, we refund.

How refunds are paid

Refunds go back to the payment method you used. We issue the refund once we have accepted the return or agreed the fault.

How long it then takes to appear on your statement is decided by your bank or card issuer, not by us. If your refund has been issued and you cannot see it after a reasonable time, tell us and we will send you the refund reference to give to your bank.

Your legal rights

Nothing on this page reduces any right you have under consumer law. If the law where you live gives you more than this policy does, the law wins.

Contact

The Pet Larder is operated by FounderWise, LLC, a limited liability company registered in the State of Delaware, United States of 169 Madison Ave, STE 55606, New York, NY 10016, United States.

Returns and refunds: hello@thepetlarder.com. Returns are handled by email. We will give you a returns address when we reply, and it will be the supplier or warehouse address that is correct for your particular item.