Exo Terra Self Regulating Heat Mat 24w 45x20cm

Pet N Pony Returns & Exchanges

At Pet N Pony, we always hope you and your four-legged friends are happy with your purchase. But if something isn’t quite right, we're here to help. We’ve made our returns process simple and straightforward—because we believe shopping with us should always feel easy and reassuring.

Easy Returns

If you change your mind or need to swap something, no problem! You can return any item within 30 days of purchase (extended to January 5th for Christmas if ordered on or after November 25th), as long as it’s in new, resalable condition with the original packaging and tags still attached.

Please note: We’re unable to accept returns on:

• Part-used food
• Damaged items (unless they arrived damaged)
• Any medications (including flea and worm treatments), as these cannot be resold for safety and legal reasons

This doesn’t affect your statutory rights—we always aim to treat our customers fairly.

Saddle Returns

We offer a dedicated process for saddle returns.
👉 Click here for our full Saddle Return Information

Neue Schule Bit Bank Trial

We’re pleased to offer a 21-day trial on Neue Schule bits. Here’s how it works:

• Trial charge: £1 per day, with a £7 minimum
• If returned within 21 days, your trial fee will be deducted from your refund
• Unused bits returned within 30 days are eligible for a full refund

All bits are brand new and unused. Please ensure returns have the original card and tags still attached.

Return Inspections

When we receive your return, we carefully check that it meets our resale criteria. If it’s not in suitable condition, we may:

• Decline the refund, or
• Deduct up to 50% of the original value, depending on the issue

We’ll always handle this fairly and keep you informed.

Hygiene Regulations (Important)

For health and safety reasons, all footwear and horse clothing must be returned clean and dry. This ensures we can inspect items safely and hygienically in line with the Health and Safety Act 1974.

How to Return Your Item

You can return your item using any courier or postal service of your choice.

• Customers are responsible for return postage costs, unless the item is faulty
• We recommend obtaining proof of postage for your peace of mind

If your item is faulty or damaged, please contact us first—we can cover postage costs or provide a pre-paid label. Without prior arrangement, we can refund up to £5 maximum on postage.

Returns Address

Pet N Pony
49–51 Dragonville Ind. Park
Dragon Lane
County Durham
DH1 2XU

Please include a completed returns form in your parcel. If you can’t print one, a handwritten note with your name, order number, and reason for return is absolutely fine!

Prepaid Returns with Royal Mail

For items within the size and weight limits below, we offer a simple prepaid return service through Royal Mail for a flat fee of £5, which will be deducted from your refund.

Maximum Size and Weight

• Weight: Up to 20 kg
• Parcel dimensions: 61 cm x 46 cm x 46 cm
• Tube dimensions: Length up to 90 cm. Length + twice the diameter must be no more than 104 cm.

Create your return here

How it works

• Print at home: Print your label and drop off at your local Post Office.
• No printer: Use the QR code emailed to you and have the label printed at the Post Office counter.
• Collection option: If you cannot get to a Post Office, Royal Mail can collect from your home at a time that suits you.

Exchanges Made Easy

Need a different size or colour? We’re happy to exchange your item within 30 days of receipt—just make sure it’s unused, in perfect condition, and in original packaging.

Once we receive your return, we’ll get your replacement item sent out as soon as possible (subject to stock availability).

Got a question? Our web sales team is here to help:
📞 0191 384 0900

Product Guarantee

Some items come with a 12-month manufacturer’s guarantee from the date of purchase. This applies to faults occurring under normal use, not general wear and tear.

If a guarantee is ever in question, we may need to send the item to the manufacturer for assessment. Please allow up to 30 days for processing.

For help with guarantees, please speak to one of our friendly team or call us on 0191 384 0900.