Our promise doesn't end at the checkout.
Every animal we sell comes with real support behind it - health cover in the early days, a way to reconsider if life changes, and lifetime rehoming help if you ever can't keep your pet. Forty years on, that's still how we do things.
Independent, family-run and local since 1983.
Find the guarantees that apply to you
Each animal group has its own full policy page, with the complete terms, conditions and exclusions.
What each guarantee actually means.
Plain-language summaries only. The full terms live on each animal's policy page.
-
Health guarantees
If your pet is found to have an illness or condition that was present when you bought it, we'll put things right — usually an exchange or a refund up to the purchase price, and in some cases treatment. The cover period varies: 7 days for fish and aquatic pets, 14 days for puppies, kittens, reptiles, small animals and critters, and up to 90 days for hand-raised birds with an early vet check.
Puppies and kittens need a vet check within 72 hours of purchase for their guarantee to apply.
-
3-year genetic guarantee (puppies and kittens)
Alongside the health guarantee, every puppy and kitten is covered for three years against a defined list of genetic and congenital conditions — things like hip and elbow dysplasia, congenital heart abnormalities, liver shunts and hernias.
If your vet confirms a listed condition that seriously affects quality of life or life expectancy, we'll refund up to the original purchase price. Each policy page lists exactly which conditions are included.
-
30-day feeding guarantee (reptiles)
Every reptile is feeding reliably before it leaves us, and appetite changes are common while a new reptile settles in. Our 30-day feeding guarantee means we'll work through it with you — starting with a conversation about your setup, temperatures and routine.
-
7-day cooling-off period
If your new pet isn't the right fit, you can return them within 7 days for a partial refund. The percentage differs by animal: 70% then 50% for puppies, kittens, reptiles and small animals, and 50% then 30% for birds.
Please contact us before bringing your pet back, and check the conditions of return on the relevant policy page.
-
Lifetime rehoming
This one applies to every animal we sell, for the life of your pet. If you can no longer care for a pet you bought from us, contact us and we'll work through the options together — advice, help finding a suitable new home, or referral to a rehoming partner.
It's welfare support rather than a refund. See the rehoming section on your pet's policy page: puppies, kittens, birds, reptiles, fish and aquatic pets, small animals and critters.
-
Rescue cat adoptions
Rescue cats and kittens aren't bred or sold by us — they come through our rescue partners, so the terms of each adoption, including health support and what happens if things don't work out, are set by that partner.
Our rescue cat adoption guide explains how it generally works, and we're always happy to point you to the right partner.
The summaries on this page are a guide only. The full terms, conditions and exclusions for your pet sit on that animal's policy page - and where anything here differs, the policy page applies.
Not sure which applies?Every situation is a little different, and we'd rather talk it through than leave you guessing.Get in touch and we'll point you to the right guarantee.
Contact our teamCome in and say hello.
Our species specialists are here seven days a week - whether you're choosing a pet or working through a guarantee.
- Monday 9:00am – 6:00pm
- Tuesday (Today) 9:00am – 6:00pm
- Wednesday 9:00am – 6:00pm
- Thursday 9:00am – 6:00pm
- Friday 9:00am – 6:00pm
- Saturday 9:00am – 5:00pm
- Sunday 9:00am – 5:00pm
Open in maps