WITHIN — RETURN AND REFUND POLICY
Company: Dearboy Petcare Limited
Trading as: Within
Website: www.withinpets.com
Contact: info@withinpets.com
Last updated: June 2026
We want you to be completely happy with every Within order. This policy explains your rights and our process for returns, refunds and damaged or incorrect items.
YOUR STATUTORY RIGHT TO CANCEL
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason, without giving a justification. This is sometimes called a cooling-off period.
To exercise this right, you must notify us within 14 days of receiving your order by emailing info@withinpets.com or by completing the contact form at withinpets.com/pages/contact-us. Please include your order number and confirm that you wish to cancel.
Once we have received your cancellation request, you must return the items to us within 14 days. The cost of return postage is your responsibility. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.
We will issue a full refund of the product cost within 14 days of receiving the returned items, using the same payment method used for the original purchase.
HYGIENE EXEMPTION — OPENED FOOD PRODUCTS
Please note that under the Consumer Contracts Regulations 2013, we are not obliged to accept returns of opened food products on hygiene grounds. If a food product has been opened, we are unable to accept it back for a change-of-mind return. This does not affect your rights in the case of damaged, faulty or incorrect items (see below).
DAMAGED, FAULTY OR INCORRECT ITEMS
If your order arrives damaged, faulty, or if you have received an incorrect item, please contact us as soon as possible. Do not return the item until you have heard from us.
To report a damaged, faulty or incorrect item:
— Email us at info@withinpets.com with your order number and a description of the issue. Where possible, please include a photograph.
— Alternatively, complete the contact form at withinpets.com/pages/contact-us.
We will respond within one working day. Where an item is confirmed as damaged, faulty or incorrect, we will arrange a replacement or issue a full refund at no cost to you. We will also cover the cost of any return postage required.
MISSING ITEMS
If an item is missing from your order, please contact us at info@withinpets.com within 7 days of receiving your delivery. Include your order number and details of the missing item. We will investigate and resolve the issue as quickly as possible.
REFUND TIMELINE
Refunds are processed within 14 days of us receiving the returned item, or within 14 days of us confirming that a refund is due (for damaged, faulty or missing items where no return is required). Refunds are issued to the original payment method.
SUBSCRIPTION ORDERS
If you are on a subscription and wish to cancel, you can do so at any time from your account area at withinpets.com/a/account/subscriptions before your next order processes. If a subscription order has already been dispatched, the standard return policy above applies.
CONTACT
For all returns and refund queries: info@withinpets.com
Contact form: withinpets.com/pages/contact-us
