We want you and your pet to be happy with every order. This page explains how cancellations, returns and refunds work at Fit Pet Hub. To start any request, email us at hello@fitpethub.com with your order number.
Cancelling an order
You can cancel an order within 2 hours of placing it. Email us as soon as possible. After 2 hours your order may already be with our fulfilment partner, and we can no longer cancel it.
Returns
If you’d like to return an item, contact us within 5 days of delivery. To be eligible:
- The item must be unused, clean and in the same condition you received it.
- It must be in its original packaging, with any tags and accessories included.
- You must contact us first. We’ll reply with return instructions and the return address. Please don’t send items back without contacting us, as we can’t process returns sent to the wrong address.
Unless the item arrived damaged, faulty or incorrect, return shipping is paid by you and we don’t provide prepaid return labels. Please use a tracked service and keep your proof of postage, as we can’t refund returns that are lost in transit.
Damaged, faulty, incorrect or missing items
Please check your order when it arrives. If anything is damaged, faulty, incorrect or missing, email us within 2 days of delivery with your order number, a short description and photos of the problem. We’ll arrange a replacement or refund. We may ask you to return the item first.
If you report a problem later than 2 days after delivery, we’ll still look at it, but we may not be able to offer a refund.
Refunds
- Once we receive and check your return, we’ll email you to confirm whether it’s approved.
- Approved refunds are processed within 5–7 business days and go back to your original payment method.
- Your bank or card provider may take a further 5–10 business days to show the refund in your account.
- Original shipping is free, so there’s no shipping charge to refund.
Orders that don’t arrive
If your order hasn’t arrived within 60 days of shipping, contact us and we’ll give you a full refund.
Please make sure your shipping address is complete and correct at checkout, including apartment or unit numbers. We can’t be responsible for orders delivered to, or returned because of, an incorrect address entered at checkout. If a parcel is returned to us for this reason, contact us and we’ll help you arrange a resend.
Questions
Email hello@fitpethub.com and we’ll be happy to help.