What if a retailer reports my products missing or damaged?

If a retailer reports that your products are missing or damaged, they will decide if they want to cancel the products for a refund or request replacements. You will receive a notification email with the details of the retailer’s claim report. Once received, you can either approve the claim, request more information, or deny it.

• If the retailer chooses to cancel the items for a refund, the cost of the missing or damaged product(s) will be deducted from your pending payout if you have not yet been paid. If you have already been paid out for the order, your bank account on file will be charged for the value of the product(s) five business days after the buyer’s claim.
• If the retailer requests a replacement, you can ship the replacement out and enter the tracking number when approving the claim.
• If the retailer indicates that the products were stolen, and you have proof that they were delivered, Petspace can reimburse the buyer up to £100 per order and the brand will be paid out in full. It is up to the brand if they would like to send a replacement.
• All replacements and refunds must be requested through the Petspace portal to ensure you are paid out for the items.

You can view the details of the issue report in your Orders page on the Petspace portal. This is also where you can check if a retailer requested a replacement or cancellation.

Note: Retailers are not required to return damaged items to you. If you wish to have the items returned, you can contact the retailer directly through Petspace Messenger to coordinate. Please provide them with a pre-paid return label to make the process easier.