Help, I bought the wrong item!
Please do not worry if you have bought the wrong product! We want you and your pet to be completely satisfied with your purchase. If you have mistakenly bought the wrong product (such as if a wrong size and or colour etc), please return it to us in the original, unopened condition within 7 days of receiving the goods. We can then exchange it for you for a different product with the same value. Should your new product be more expensive, we will require the difference to be paid to us before the new goods are dispatched. Should your new product “cost” less than your original purchase, a store voucher will be issued for the difference. Should we chat via phone or email and agree upon a refund, this will be done within 30 days of the date of cancellation. You will be liable for the delivery charge and for returning the product in the original packaging and condition.
Oh no, I do not want the new goods anymore!
If you’re unhappy with the product you bought and would like to return it for a refund… No problem! We will gladly assist you with a refund of your product as long as…
- You email us and tell us you would like to cancel the order within seven (7) days of receiving the goods (it is easier if you can let us know before we dispatch).
- It needs to be unopened and in the original re-sellable quality and condition as received. The goods need to be sent back to us at your expense, and after receiving the goods back and inspected, we will refund your money less the original delivery fee and a 20% handling fee (depending on the condition of the goods).
Please allow between 10 and 15 working days for the goods to be inspected and for the refund to be made.
This is not what I ordered!
We do our utmost best to make sure the correct goods are packed and dispatched, but we are also human and can make a mistake from time to time. Should you receive the incorrect product, please let us know within seven (7) days of receiving your product. We will then arrange to have the correct item delivered and the wrong (unopened and unused) product collected. Obviously, we will not charge you any delivery costs.
My new product is damaged (or I think so)!
Please check your goods when you receive them. Should there be any damages, discrepancies or problems, please contact us immediately. Should you think there is a problem with your product, please contact us as we will immediately attend to this for you. Some products are a bit technically inclined, and we will do our best to have any issues resolved telephonically. We guarantee that our products will work and function in the way that they were designed to do, however, we cannot guarantee that they will work for each and every pet. We will gladly test any product, and for us to do so, we need to get the goods back to us. This will be for your account. Should the product be faulty, we will gladly replace it (with a new unit or a unit with the same wear and tear) or repair the unit to its original working condition. Each situation is different, depending on the age of the product; we will use our expertise to assess. We truly value your business, so we will always do our best for you, our customer.
We are an easy, happy bunch of people, so should you have any questions, queries, problems or compliments, please let us know by email@example.com, and we will get back to you ASAP!