Cancel Petlab Co the easy way

Core offering

PetLab Co sells supplements, dental care and treats for dogs and cats with an emphasis on subscription deliveries and product guarantees for certain lines.

Who runs it

PetLab Co is a private company headquartered in London, owned by BC Partners, founded in 2018 and led by CEO Christopher Masanto.

Quick company facts

Web - accounts portal (recommended)

1. Open PetLab Co subscription benefits and click to sign in to your account.
2. Go to 'My subscriptions' or 'Subscription settings'.
3. Scroll to the bottom and choose 'Cancel Your Deliveries' under 'Stop your regular deliveries'.
4. Confirm cancellation when prompted and keep a screenshot of the confirmation screen.

iOS / Android

1. Open the mobile browser to petlabco.co.uk and sign in.
2. Navigate to subscription settings and select 'Cancel Your Deliveries'.
3. If an app is installed, follow the same account flow inside the app. If you cannot cancel, use email support.

Email

1. Send an email to [email protected] with your full name, order number, and a clear statement: 'Please cancel my subscription and stop all future deliveries'.
2. Request a written confirmation reply and keep your sent email as proof.
3. If no reply after 7 days, escalate to a registered letter or to your card issuer for chargeback if charged incorrectly.

Post

1. Write a letter including your full name, address, order number and the instruction 'I withdraw from my subscription and request cancellation'.
2. Send by registered post to Petlab Co, 160 City Road, EC1V 2NX London, United Kingdom and retain proof of posting.
3. Allow 7-14 days for processing and request a written confirmation.

Phone

1. PetLab Co does not publish a dedicated phone cancellation number in its public subscription materials; use the web portal or email [email protected] instead.
2. If you find a telephone number from another source, obtain a written confirmation of cancellation by email after the call.

Cooling-off right (change of mind)

PetLab Co's terms extend a right to withdraw within 30 days from the day you acquire physical possession of the goods. To exercise it, inform PetLab Group Limited with an unequivocal statement (example: email to [email protected]). PetLab Co will reimburse payments including delivery costs within 14 days of being informed, using the original payment method unless agreed otherwise. Returned goods may be required before reimbursement.

Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Product does not work or is faulty

If a product is faulty or not as described, you are protected under the Consumer Rights Act 2015 which requires services and supplied goods to be of satisfactory quality. PetLab Co provides a route to request returns and refunds via their returns policy; contact [email protected] and supply order number and photos as proof.

Applicable law: Consumer Rights Act 2015.

Price increase or unfair auto-renewal

If the price increases or if you consider auto-renewal terms hard-to-cancel, the Competition and Markets Authority views hard-to-cancel subscriptions as a potential unfair practice. Ask for cancellation via the accounts portal or email [email protected] and keep written records of your request.

Applicable authority: Competition and Markets Authority (CMA).

Death of subscriber

For death of the subscriber, PetLab Co does not publish a specific process in its public terms. Provide a copy of a death certificate and the account holder details by email to [email protected] and request account closure. If no response, use registered post to the postal address.

Applicable law: Non statutory specific - follow the seller's contact route and Consumer Rights Act principles.

End of commitment or subscription period

If you have a fixed subscription period that has ended, cancel via your account portal or by sending an email. For rolling subscriptions you may cancel at any time through the accounts portal as stated on the subscription benefits page.

Applicable law: Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

Before you cancel: negotiate

PetLab Co advertises subscription discounts: many subscription plans show 'Save 40% on first month, then 20% off every month after' and free delivery on subscription orders. If you want to keep the subscription at lower cost, request a retention offer by logging into your account and using the chat or email [email protected]. Explicit retention offers beyond the advertised discounts are not published in PetLab Co public pages; ask for a specific price or a one-time pause.

What cancelling saves you - concrete examples

Using published monthly subscription prices you can calculate annual cost:

• Probiotic Chew for Dogs - £19.46 x 12 = £233.52 per year.
• Joint Supplement for Dogs - £19.46 x 12 = £233.52 per year.
• ProBright Dog Dental Powder - £20.96 x 12 = £251.52 per year.
• Prebiotic Dental Sticks for Dogs - £10.74 x 12 = £128.88 per year.
• Dental Chews typical subscription - £24.99 to £34.99 x 12 = £299.88 to £419.88 per year.

If you cancel a Probiotic Chew subscription at £19.46 monthly you stop paying £233.52 per year. Compare the product prices above to decide if cancelling saves the sum you expected.

Key UK consumer laws

The main laws and regulators that apply are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015, and the Competition and Markets Authority (CMA) guidance on subscription fairness. These require clear cancellation steps, a cooling-off period and goods of satisfactory quality.

Cooling-off and refunds

The Consumer Contracts Regulations provide a 14-day cooling-off period for most online purchases; PetLab Co extends its own right to withdraw to 30 days for physical goods in its terms. For refunds, PetLab Co will reimburse payments including delivery costs within 14 days of being informed of withdrawal, per their terms. Certain goods are exempt from withdrawal for hygiene or perishability reasons.

Escalation steps

1. Complain to PetLab Co by email to [email protected] and keep copies. 2. If unresolved, get advice from Citizens Advice or local Trading Standards. 3. For card payments, consider Section 75 or chargeback with the card issuer if the payment qualifies. 4. Report unclear or hard-to-cancel subscriptions to the CMA.

Check final billing

After cancellation, check your payment card and account for any upcoming charges. If you were charged after cancellation, keep evidence of your cancellation request and contact [email protected].

Returns and refunds

If returning goods under the 30-day withdrawal, request a return label from PetLab Co first. PetLab Co states products sent back without a requested return label will not be accepted or refunded. Reimbursement will be made within 14 days after being informed of the decision to withdraw, subject to the returns terms.

Account data and reactivation

Confirm whether your account remains accessible after cancellation for receipts and past orders. Reactivation is possible by placing a new subscription order via the website.

Use this checklist to complete your cancellation and protect your rights.

• Log in to your PetLab account and use 'Cancel Your Deliveries' in subscription settings; take a screenshot.
• If you cannot access the portal, send an email to [email protected] with order number and 'Please cancel my subscription'.
• If you want to use your cooling-off right, email within 30 days of taking possession and request a return label for eligible items.
• Keep proof: screenshots, sent emails, proof of posting registered letter.
• Check bank statements for refunds within 14 days of PetLab Co acknowledging withdrawal.
• If no response, escalate to Citizens Advice, Trading Standards or your card issuer for chargeback/Section 75 if applicable.