Please note that we are currently experiencing a higher volume of emails than usual and our current response times are taking longer than expected. We will aim to respond to your enquiry as quickly as we can.


It is our policy at the Petwood Hotel to ensure that all goods are supplied to you in perfect condition and that every possible precaution is taken to protect the quality of the products you purchase. If you are unhappy with your unused purchase please return it within 28 days along with your receipt for an exchange or refund, by the original method of payment. Please note, it is our policy that we do not exchange or refund personalised items, special orders, food, alcohol, and beverage items or items worn on the body including perfume, toiletries, jewellery and lingerie, except where the item is faulty. Items must be returned in their original packaging and must be complete.

Please see individual products for details. Your statutory rights will not be affected.



If you take delivery of a package from us and the contents have been damaged in transit, we will exchange the damaged items without charge to you provided you return the damaged item(s) to us within 10 days of taking delivery.



You have the right to return a faulty item within 28 days along with proof of purchase.



If we have sent you an incorrect item, please notify our Team as soon as possible or within 28 days and return the incorrect item to us and specify the correct details in writing. If you would like us to replace the incorrect item with the item you ordered we will send you the correct item as soon as possible or alternatively we will refund the item once it has been returned. We will not charge you for the incorrect item and we must have the incorrect item returned before investigating.



If you have an issue with your delivery or an urgent query about your order, you can contact us by email at or on 01526 352411  between 10am - 6pm where our team will be happy to help you.