Cancel Petlab the easy way

Company summary

Petlab Group Limited is a London-based company that sells supplements and dental care products for dogs and cats. The brand positions its range as science-backed pet health products and sells both one-time purchases and subscription plans.

Key offerings

Petlab offers probiotic chews, dental powders, joint supplements and dental sticks. Subscriptions provide discounted prices, free gifts and early access to new products as described on the company subscription benefits page.

Web - cancel in the Customer Portal

1. Open your browser and go to your account on Petlab's site and sign in.
2. Click 'My Subscriptions'.
3. Find the active subscription and click the red 'Cancel' button under 'Cancel Subscription'.
4. Choose a cancellation reason from the list and click the final confirm button 'No, Still Cancel' or similar to complete the process.
5. Keep the on-screen confirmation and check your email for a cancellation confirmation.

Email - cancel by message

1. Compose an email from the address on the Petlab account to [email protected] or [email protected].
2. Subject: 'Cancel subscription - Order #12345' and include full name, order number, and address.
3. Request explicit cancellation and ask for written confirmation and the date the subscription stops.
4. Keep the sent email and any reply as proof. If no reply within 5 business days send a follow-up.

Post - cancel by registered letter

1. Write a signed cancellation letter including your full name, order number, address and date of request.
2. Send by registered post to Petlab, 160 City Road, EC1V 2NX London, United Kingdom.
3. Keep the proof of posting. Ask Petlab in the letter to send a written acknowledgement to your email address.

Phone - if a number becomes available

1. Petlab does not publish a phone number for subscription cancellations. If a number is supplied in a reply or invoice, call from a recorded line.
2. Ask the agent to cancel and provide the cancellation reference number by email.
3. Record the date, time and agent name; request a confirmation email immediately.

Moving - change of address

If you are moving and can no longer receive deliveries at the original address, cancel via the Customer Portal or email [email protected] and provide proof of new address such as a recent utility bill or tenancy agreement. This is a normal contractual change; Petlab requires clear notice to stop deliveries.

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

Price increase

If Petlab increases a subscription price, you may cancel without penalty if the price rise was not agreed in the contract. Send a cancellation notice quoting the price change and the effective date, and keep the company reply as proof.

Applicable law: Consumer Rights Act 2015.

Death of the subscriber

To stop deliveries after the death of a subscriber, contact Petlab by email and attach a copy of the death certificate or a solicitor's instruction. Request final billing stop and written confirmation of cancellation.

Applicable law: Not a specific statute here; use contractual evidence and contact Petlab support.

Legitimate ground - faulty or spoiled goods

Goods that are faulty or spoil quickly can be returned. Petlab's terms and the site state that the right of withdrawal does not apply to goods that can spoil quickly or whose expiry would be exceeded, and sealed goods for health reasons if the seal is broken. For faulty goods, provide photos and order number and request a refund or replacement.

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

End of commitment

Petlab subscriptions show 'cancel at any time' in the Customer Portal. If you are at the end of a minimum term, cancel in the portal or by email before the next billing date to prevent renewal.

Applicable law: Contract terms; see Petlab subscription pages for details: subscription benefits.

Cooling-off (withdrawal) period

Petlab states customers have the right to withdraw from a contract within 30 days without giving a reason. To exercise this right notify PetLab Group Limited at [email protected] or by writing to the contact address. Reimbursement will be made within 14 days after notification, subject to return of goods or proof of posting.

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

Before you cancel: negotiation and retention offers

Petlab subscription benefits include discounted prices, free gifts and early access to new products as listed on the official subscription page. If you want to keep the subscription at a lower cost, contact support at [email protected] or [email protected] and ask to pause shipments, skip the next delivery or receive a one-off discount code. Research does not list standard retention rates, so request a written offer and confirmation by email before accepting.

What cancelling saves you - concrete yearly calculations

Example 1 - Probiotic Chew subscription: £19.46 per month. Yearly cost = 19.46 x 12 = £233.52 per year.

Example 2 - Prebiotic Dental Sticks subscription: £10.74 per month. Yearly cost = 10.74 x 12 = £128.88 per year.

Comparison with a one-time purchase: Prebiotic Dental Sticks one-time price = £17.90. Buying the one-time product instead of keeping the subscription at £10.74 per month for a full year saves 128.88 - 17.90 = £110.98 in the first year.

Cheapest real alternative inside Petlab products: Prebiotic Dental Sticks one-time purchase at £17.90. If you do not need repeat deliveries, buy the one-time pack to avoid the £128.88 yearly subscription cost.

UK consumer law that applies

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 gives a cooling-off period for online distance contracts. Petlab states a 30 day withdrawal period for customers. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill and protects against unfair contract terms.

Escalation and enforcement

If Petlab refuses a lawful refund or makes cancellations difficult, first complain to the trader in writing and keep copies. For further help contact Citizens Advice or Trading Standards. For card payments made on a qualifying card, consider Section 75 or a chargeback with your card issuer. For PayPal payments, open a dispute through PayPal. The CMA highlights that hard-to-cancel subscriptions and unclear auto-renewal terms may be unfair practices and can be reported.

Check access and future deliveries

After cancellation, verify that your subscription status in the Customer Portal shows 'Cancelled' and that the next shipment is not scheduled. Save the cancellation confirmation email and the date when the cancellation takes effect.

Data, final billing and re-activation

Expect any final charges for products already dispatched. If you are due a refund, Petlab will reimburse within 14 days of being informed of withdrawal, subject to return of goods or proof of posting. To re-activate, sign in to your account and re-subscribe or contact support at [email protected].

Follow this checklist to cancel with proof and protect your consumer rights.

• Log into Petlab Customer Portal and attempt cancellation via 'My Subscriptions'.
• If portal unavailable, email [email protected] and [email protected] with order number and request a cancellation confirmation.
• Keep screenshots, sent emails and any confirmation messages as proof.
• If you return goods, use the return label from Petlab; items sent back without Petlab return label will not be accepted or refunded.
• If you do not receive confirmation within 5 business days, send a registered letter to Petlab, 160 City Road, EC1V 2NX London, United Kingdom.
• If you are charged after cancellation, contact your card issuer for chargeback or use PayPal dispute if paid through PayPal.