Our Promise: Unwavering Care & Quality for Your Pet
We stand by every product and service, ensuring your furry family member gets nothing but the best. Because their happiness is our commitment.
When you choose us for your pet's needs, you're not just buying a product or booking a service; you're investing in peace of mind. We understand the deep bond you share with your pet, and our guarantees are built on that understanding. From the moment you unbox a new treat to the regular grooming appointment, we ensure every interaction is positive, safe, and meets the high standards you expect. We've been serving pet parents across the Greater Manchester area for over a decade, and in that time, we've refined our processes to minimize risk and maximize satisfaction. Our commitment isn't just words on a page; it's reflected in our meticulous product sourcing, rigorous staff training, and transparent communication. This page lays out exactly what you can expect from us, every single time.
What Our Guarantees Cover
Product Satisfaction
If your pet doesn't love a food or toy, or if a product arrives damaged, simply contact us within 14 days for a full refund or exchange. We'll even cover return shipping within the UK.
Service Excellence
Our grooming and training sessions are performed by certified professionals with an average of 5 years of experience. If you're not completely satisfied with the outcome, we'll offer a complimentary re-service or a credi
Delivery Promise
For local deliveries within a 15-mile radius of our main store (Manchester M1), we guarantee delivery within 2-3 business days. If we miss this window, your shipping fee is on us.
Freshness & Safety
All perishable goods, like raw food or treats, come with a freshness guarantee. We ensure proper storage and handling, and any item not meeting our quality standards will be replaced immediately.
Our Service Guarantee Tiers
| Basic Product Replacement Standard within 14 days of purchase | Free |
| Grooming Re-Service If not satisfied with initial outcome, applies once per service | Free |
| Priority Customer Support Access to dedicated support line for guarantee claims | Included |
Our Commitment in Numbers
What clients say
«Had an issue with a damaged harness. Contacted them and a replacement was at my door in two days, no fuss. Fantastic service and they truly stand by their products.»
Sarah J., Dog Owner«My cat is picky, so finding food she likes is a nightmare. Their food guarantee saved me! I returned an unopened bag, got store credit, and found something she adored. Huge relief.»
Mark D., Cat EnthusiastFAQ
How do I make a claim under your guarantee?
Simply reach out to our customer service team via phone at 0800-PET-CARE or email at support@ourpetstore.co.uk. Please have your order number or receipt handy.
Is there a time limit on your product satisfaction guarantee?
Yes, for most products, we ask that you contact us within 14 calendar days of receiving your item. Some exceptions may apply for perishable goods, noted on their product pages.
What if my pet has an allergic reaction to a food product?
While we strive to provide detailed ingredient lists, allergic reactions can happen. We offer a full refund or exchange for food products that cause an adverse reaction, provided you inform us within 7 days of initial use and provide details from your vet if possible.
Contact us
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