Refund policy
We want you to be happy with every purchase from Skylos Pets. However, we understand that sometimes a product may not be quite right. That’s why we offer a 30‑day money‑back guarantee. After this period, returns are only available under our warranty terms.
If you’re thinking about sending something back, the information below explains how it works.
How do I return an item?
Please contact our customer service team first.
Email us at Info@petskylos.co.uk with:
- Your order number
- A brief description of the item’s condition (used/unused, opened/unopened, any issues)
We may ask for additional details (such as photos) if needed. Once your return is approved, we will provide instructions on where and how to send the item. When we receive and inspect your return, we will issue a refund or arrange an exchange, as agreed.
What if I received the wrong item?
If we have sent you the incorrect product, let us know straight away.
Contact customer service and we will:
- Cover the cost of returning the incorrect item, and
- Prioritise sending out the correct product to you as quickly as possible.
When does the 30‑day period start?
Your 30‑day return window begins on the date you receive your order.
- For tracked deliveries, this is the delivery date shown by the carrier.
- For untracked deliveries, the 30 days start 7 days after the order leaves our warehouse.
Can I return an item if I’ve opened the package?
Yes. You can still return your item even if the packaging has been opened, provided it is in a resellable condition and meets our return criteria.
Unopened items are preferred, but we do not charge any restocking fees.
Do I have to pay for return postage?
In most cases, you are responsible for the cost of sending the item back to us.
We will cover return shipping costs only if:
- We sent you the wrong item, or
- The return is accepted as a warranty claim (for faulty or defective products).
Are there any other fees?
When your return is accepted, we will refund:
- The product price you paid,
- Minus the original shipping cost to deliver the product to you, and
- Minus any return shipping costs paid or incurred by us to have the item sent back to our warehouse (except where we are responsible for the error or it is a warranty case).
When will I receive my refund?
Once your return has arrived and been checked, we aim to process your refund within about one week.
Please note that bank processing times can vary, so it may take a little longer for the refund to show in your account.
Can I get a replacement instead of a refund?
Yes. If you prefer, we can send you a replacement item rather than issuing a refund.
Contact our customer service team and let them know which product you would like instead, and they will help arrange this where possible.
What if my item is faulty or not fit for purpose?
If your product is damaged, defective, or does not perform as expected, please refer to our Warranty page for full details of your rights and how to make a warranty claim. You can also contact us directly for guidance.