Delivery & Returns

Delivery

UK Mainland
Free delivery to most UK mainland addresses. Delivery charges apply to the postcode areas listed below, including some mainland Scottish addresses. Delivered by courier. Estimated delivery: 3–5 working days.

Scottish Highlands
Delivery charge: £16.00. Estimated delivery: 3–5 working days.
Postcodes: AB31–56, G83, FK17–21, PH1–26, PH30–41, PH49–50.

Selected Scottish mainland and island postcodes, Isle of Wight and Isles of Scilly
Delivery charge: £20.00. Estimated delivery: 3–5 working days.
Postcodes: HS1–9, KA27–28, IV1–63, KW1–17, PA20–49, PA60–78, PH42–44, PO30–41, ZE1–3, TR21–25.

Northern Ireland
Delivery charge: £14.00. Estimated delivery: 3–5 working days.
Postcodes: All BT postcodes.

Returns

How to arrange a return
Please contact hello@properpetspace.co.uk with your order number. We will provide the correct return address and instructions for your item. Return addresses can vary between products. Proper Pet Space remains your point of contact and handles your refund.

Faulty, damaged, or incorrect items
If an item is faulty, damaged or not what you ordered, please contact us so we can put things right in accordance with your statutory rights. We will cover reasonable return costs and explain the return arrangements. Your rights for faulty goods are separate from the change-of-mind policy below.

Changed your mind
You can tell us that you wish to cancel from the time you place your order until 14 days after the day you receive your goods. If goods from one order arrive separately, this period ends 14 days after the day you receive the last item. You can notify us by emailing hello@properpetspace.co.uk or by making another clear statement of cancellation. Please send the goods back without undue delay and within 14 days after telling us.

You may use our optional model cancellation form, or send any other clear statement of cancellation.

You can inspect the goods as you would in a shop. We may deduct an amount reflecting any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Please pack returns securely and, where possible, use the original packaging.

For change-of-mind returns, you are responsible for arranging and paying the direct return cost. Keep evidence that you have sent the goods back; we recommend a tracked service.

Indicative mainland return cost
As an example, a DPD collection quote checked on 3 October 2026 was £9.73 including VAT for a journey within mainland UK for one parcel measuring 66 × 47 × 47 cm and weighing 5 kg. This gives an illustrative cost of around £10 for that journey, with £50 parcel cover included. It is not a fixed return charge or an all-UK estimate. Actual costs depend on the packed dimensions, weight, collection postcode, service and cover selected; additional cover costs extra. These example dimensions are not confirmed packaging dimensions for every bed.

Refunds following cancellation
We will refund you without undue delay and no later than 14 days after we receive the returned goods or you supply evidence of sending them back, whichever happens first. If we offer to collect the goods, we will refund you within 14 days after you notify us of cancellation.

If you cancel your whole order, we will also refund any standard outward delivery charge you paid. If you chose a more expensive delivery service, we will refund only the cost of the least expensive standard delivery option available for your order. Refunds use your original payment method unless you expressly agree otherwise, with no refund fee.

This policy does not affect your statutory rights.