Report a Damaged or Faulty Item

We're sorry to hear something isn't right with your order. We check and pack every order carefully, but once in a while an item is damaged in transit or develops a fault. Tell us what's happened using the form below and we'll get it sorted for you as quickly as we can.

Please read before you start

Report any transit damage as soon as possible, ideally within 48 hours of your delivery arriving, as our couriers ask for claims to be logged quickly.

Please keep the item and all of its original packaging until your claim has been resolved, in case we need them for inspection. It also helps to have your order number and clear photos ready before you begin.

How to report a damage or fault

Step 1

Check your order

Inspect your delivery as soon as it arrives and check each item against your order confirmation.

Step 2

Take some photos

Photograph the damage or fault clearly. If the item was damaged in transit, include photos of the outer packaging too.

Step 3

Complete the form

Fill in your details and product information below. We'll review it and email you with the next steps.

Tell us what's happened

Complete as many fields as you can. The more detail and photos you give us, the faster we can put things right.

PetnPony Customer Damage Report

Received a damaged item? We're sorry.

At Pet n Pony, we take great care in packaging every order — but occasionally things don't arrive in perfect condition. If your product has been damaged in transit or arrived faulty, please complete the form below and our team will be in touch to resolve it as quickly as possible.

To help us process your report efficiently, please have the following to hand:

  • Your order number
  • A description of the damage
  • Photos of the damaged item and packaging (where possible)

We aim to respond to all damage reports within 2 business days.