Cancel Pets at Home Easy Repeat the easy way

Service overview

Easy Repeat is Pets at Home's subscription service for pet food and essentials. It offers an initial 10% discount on first home delivery orders and 5% on subsequent home deliveries. Click and Collect Easy Repeat orders receive 10% off.

Who it is for

The service targets UK pet owners who buy recurring items such as dry food, litter, or flea treatments and want delivery or Click and Collect convenience without a minimum contract term.

Quick facts

Cancel via website (recommended)

1. Open your browser and sign in at your Pets Club account.
2. Go to My Pets - Easy Repeat.
3. Find the subscription you want to cancel and click Manage or Cancel.
4. Confirm cancellation when prompted and keep the screen or email confirmation.

Cancel via iOS app

1. Open the Pets at Home app on your iPhone.
2. Tap My Account then Easy Repeat or Subscriptions.
3. Select the plan and choose Cancel.
4. Take a screenshot of the confirmation and wait for the confirmation email.

Cancel via Android app

1. Open the Pets at Home app on your Android device.
2. Navigate to Easy Repeat from My Orders or Account.
3. Choose Cancel and confirm; retain screenshots and email confirmation.

Cancel by phone or Live Chat

1. Use the Live Chat on Subscriptions and repeat orders support.
2. State your account email, subscription name and request cancellation.
3. Request a chat transcript or email confirmation and save it.

Cancel by post (paper trail)

1. Write a clear signed letter stating: your full name, account email, subscription to cancel and date of cancellation request.
2. Send to Pets at Home Easy Repeat, Epsom Avenue, SK9 3RN Wilmslow, United Kingdom by Royal Mail Recorded Delivery and keep the receipt (Recorded Delivery cost approx. £3.35).
3. Retain proof of posting and proof of delivery for escalation if required.

Moving - change of address

If you are moving outside Pets at Home Easy Repeat delivery area, provide proof of new address such as a utility bill or tenancy agreement and request cancellation via Live Chat or post. Pets at Home must process the request and stop future deliveries. Applicable law: Consumer Contracts Regulations 2013.

Price increase

If Pets at Home increases the price of the subscription element that is essential to the contract and you do not accept the new price, you may cancel. Provide the notice of price change you received as proof. Applicable law: Consumer Rights Act 2015 for contract fairness and the CMA guidance on automatic renewal and price changes.

Death of subscriber

If the subscriber dies, a family member or executor should contact Pets at Home and provide a copy of the death certificate. Pets at Home will cancel the subscription once identity and authority are verified.

Legitimate ground - defective goods or service

Pets at Home accepts returns for defective goods. Provide photos, order number and evidence of defect. Refunds for defective goods are processed once Pets at Home confirms the defect and will be completed usually within 30 days after confirmation of entitlement to a refund. Applicable law: Consumer Rights Act 2015.

End of commitment

Easy Repeat has no minimum commitment. Cancel at any time through account, Live Chat or by post. There is no cancellation fee. Applicable law: Consumer Contracts Regulations 2013.

Cooling-off (14 days)

Under the Consumer Contracts Regulations 2013 you have 14 days to cancel distance contracts from the day after you receive the goods. For orders not yet dispatched when cancelled, Pets at Home must refund within 14 days of cancellation confirmation. Provide order confirmation and evidence of cancellation request as proof.

Before you cancel: negotiate

Retention offers reported in research are limited to the standard Easy Repeat discounts: 10% off first home delivery and 5% off subsequent home deliveries; 10% off Click and Collect. No additional retention discount offers were found in the research. To ask for a better deal, use Live Chat or the support email and reference your account, normal basket value and willingness to stay if offered an improved discount. If Live Chat or email cannot help, consider changing to Click and Collect to keep 10% off.

What cancelling saves you - example calculation

Use an illustrative monthly basket to estimate savings from discounts. Example basket price: £30.00 per month (illustrative). With Easy Repeat home delivery first order 10% discount: 10% of £30.00 = £3.00 saved on first month. Savings math shown: £30.00 x 10% = £3.00; £3.00 x 12 = £36.00 per year (first-month style saving repeated for example only). Subsequent orders at 5% save: £30.00 x 5% = £1.50 per month; £1.50 x 12 = £18.00 per year. Total example yearly saving if first order discount applied then subsequent discounts: £36.00 + £18.00 = £54.00. Cheapest real alternative named in research: Just For Pets subscription - check Just For Pets - Subscribe and Save for specific prices. For shipping and returns, a postal cancellation by Recorded Delivery costs about £3.35.

Key UK consumer law

Your rights are protected by the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. The 14-day cooling-off period in the Consumer Contracts Regulations 2013 applies to online distance purchases, starting the day after the goods are delivered.

Automatic renewal and hard-to-cancel subscriptions

The Competition and Markets Authority considers hard-to-cancel subscriptions and unclear auto-renewal terms to be potentially unfair. Pets at Home must not impose disproportionate cancellation penalties under the Consumer Rights Act 2015.

Refund timing and obligations

For orders paid for but not yet dispatched at the time of cancellation Pets at Home should refund within 14 days of cancellation confirmation. For returned non-defective goods Pets at Home will process refunds within 14 days of receiving the goods back from you or receiving evidence of return. For defective goods Pets at Home will usually notify you within 30 days after confirming entitlement to a refund. These timings derive from Pets at Home refunds information and statutory rights.

Escalation steps

1) Complain to Pets at Home support with proof (chat transcript, recorded delivery receipt). 2) If unresolved, get advice from Citizens Advice. 3) Consider chargeback or Section 75 via your card issuer for qualifying card payments. 4) If the case fits a sector ombudsman remit escalate accordingly.

Keep records

Save confirmation emails, chat transcripts and Recorded Delivery proof. These documents are your evidence for refunds, disputes and chargeback claims.

Check final billing

Review your bank or card statement for any unexpected charges within 7 days after cancellation. For orders paid for but not dispatched you should receive a refund within 14 days of cancellation confirmation. For returned goods refunds are processed within 14 days of Pets at Home receiving the returned goods.

Data and reactivation

Your Pets Club account remains available for reactivation. If you want to re-subscribe, sign in at My Pets - Easy Repeat and set up a new Easy Repeat. To request data deletion, contact [email protected] and reference your account email.

Use this checklist to cancel cleanly and protect your rights.

• Log in to your account and attempt to cancel online; save screenshot of confirmation.
• If online fails use Live Chat; request transcript and save it.
• If unresolved send a signed cancellation letter by Royal Mail Recorded Delivery to Pets at Home Easy Repeat, Epsom Avenue, SK9 3RN Wilmslow, United Kingdom; keep the £3.35 Recorded Delivery receipt.
• Retain order number, invoice and any photos for defective goods.
• Monitor bank/card statements for refunds within 14 days for non-dispatched orders or within 14 days after Pets at Home receives returned goods.
• If Pets at Home does not refund, contact your card issuer for chargeback or Section 75 if eligible.