UKPetSupplies

Refunds Policy

We will process refunds only for items directly purchased from UKPetSupplies.com. For information on returning an item please visit our Returns Policy page.

The Refund Process

We will contact you via e-mail once we've received your returned item(s) and processed your refund. Normally we will issue a refund in the same form of payment used when processing your order. Refunds will usually be processed within 2-3 business days of receiving your return. Please be aware that when refunding to a credit/debit card it may take up to 3 business days for the funds to clear.

The Refund Amount

The total of the refund processed is dependent on several factors:

Faulty or incorrect items:

If you receive a faulty or incorrect product you may return the item for a full refund

UKPetSupplies.com will pay return postage if faulty or incorrect items have been supplied. Initial postage costs will only be refunded for orders where the item being returned is the only item that was ordered. If the item being returned is heavy or bulky we will arrange for our couriers to collect it at your convenience. Please contact us to arrange a return collection.

Unopened items in their original condition:

Any unopened item in original condition that is returned within 14 days of delivery will receive a full refund
Any unopened item in original condition that is returned more than 14 days after delivery will receive a refund equal to 80% of the item’s price

Opened items in their original condition:

Any opened item in original condition which has been removed from its original packaging will receive a refund of between 50 to 80% of the item’s price dependent upon the amount and condition of the packaging present

Returned items not in their original condition:

Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error will receive a refund of up to 25% of item's price

Items with obvious signs of use:

Any item that has obvious signs of use will receive a refund of up to 25% of the item’s price dependent on the level of wear etc.

In all the above cases, apart from where an item is faulty or incorrect, initial postage and return postage must be paid by the customer. If you are unable to arrange a return we can arrange for our couriers to collect from you. The cost of this collection will be the responsibility of the customer. Please contact us if you wish to obtain a return quote

If you return an order that was placed using a discount coupon you will not be refunded for the discounted value.

If after reading this information, you feel that the amount of your refund was incorrect, please e-mail us.