Refund Policy

Because credits unlock digital card sets immediately, credits that have already been used to build a set are non-refundable. Unused credits from a one-off pack can be refunded within 14 days of purchase if you have not started using them. To request a refund, email support@trustpet.shop with your order reference.

You can cancel a monthly subscription at any time; cancellation stops the next renewal. Part-months are not refunded, and unused subscription credits do not roll over after the billing period ends.

Where an order includes physical accessories such as bowls, towels, lead pouches, toy bins or blankets, we aim to dispatch within three working days. Delivery timescales are confirmed at checkout once a payment provider is connected. Payment provider pending — physical orders cannot be placed yet.

You may return unused physical accessories in their original condition within 14 days of delivery for a refund of the item price, in line with UK consumer law. Return postage is the customer’s responsibility unless the item is faulty or incorrect. Contact support@trustpet.shop to start a return.

If a physical item arrives faulty or is not what you ordered, we will replace it or refund it in full, including reasonable return postage.

Approved refunds are returned to the original payment method once payment processing is live. We will confirm each refund by email.

For any refund, shipping or returns question, contact TRUST PET PRODUCTS LIMITED at support@trustpet.shop or +44 7250332766.