Returns & Refunds
We always want our customers to be happy with their purchases, however we understand that occasionally you may want to return an item. We are happy to accept returns, providing our returns policy is followed. Please find a copy of our policy below:
You can return new and unused product(s) within 14 days of your order being delivered (as per tracking confirmation), subject to the limitations set out in these Terms and Conditions. Package Pets will provide a refund for product(s) returned to us, in new and unused condition and with the original packaging. You are responsible for any costs incurred in the returning of the product(s) unless the product is faulty or not as described. Package Pets will refund the price paid for the goods via the original payment method.
A refund may be refused, or the value of the refund reduced if the product(s) are not able to be sold at full retail value as a result of you handling the product(s) in such a way that the product(s) are no longer saleable at full retail value. Package Pets at its sole discretion, may reduce your refund to reflect any reduction in the retail value of the goods. Any refund and reduction will be proportionate to the retail value of the product(s) in the condition returned.
Exclusions
There are certain circumstances, where at our sole discretion we are not able to accept returns, cancel orders or offer a refund unless the product(s) is faulty (or unless there is any other breach of your statutory rights). These exclusions are as follows:
- where the product(s) are returned without full packaging;
- where the product(s) are not returned in a saleable condition; and
- where the product is a food or drink item, perishable product, an item than has been worn or lived in by an animal, or any other product(s) to which the exclusions in regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, apply.
To query or start a return please contact us at sales@packagepets.com. Please provide your order number, full delivery address and outline all issues faced in your initial email. Futher issues claimed after the initial email may be dismissed.
Common reasons for returns
In an ideal world, we would love for our valued customers to be happy with all the orders that leave our doors. However, we understand that there can be occasional issues that may lead to items being returned & our team are here to help with that. Below, we have included some common scenarios in which items may need to be returned.
What if something is missing from my order?
Stock issues are rare but can sometimes occur. If we encounter issues with stock, we will contact you prior to despatching the order and will ask you whether you would prefer us to go ahead with the part order, (refunding missing units) or cancel the order entirely. If we do not hear back from you before the order is despatched, we will automatically send all available units and refund you for any that are missing. If you feel an item is missing and we have not informed you of this, we must be contacted three days within the order being delivered, in order for things to be rectified.
What do I do if items are damaged, defective, or incorrect?
If an item from your order arrives damaged, defective or is not the item you had ordered, it is imperative that we are provided with an image of the defect/incorrect item. Please feel free to contact our friendly customer service team by emailing sales@packagepets.com and someone will be on hand to address/investigate the issue. If it is clear that the item is damaged prior to removing packaging, this must be shared with the courier so they can add this to their signature terminal.
In order for us to rectify any errors, it is paramount that the damaged, defective or incorrect item is returned to us, initially. Once the issue has been raised with our customer service team, so long that is confirmed that we are at fault, you will be issued with a pre-paid returns label in order to return the item back to us.
So long as an item is damaged, defective or incorrect you will not be responsible for covering the costs of the return. However, if you place an order for multiple items, we cannot accept the return of any undamaged/correct items. Should you wish to return none-defective items, please return them as per our terms & conditions.
What if I would like to arrange for the exchange of an item?
When your order arrives, if you are unhappy with a particular item & wish to exchange it for something else, please return the item in question with your order number, reason for returning and state which item you would prefer. Following this, a member of the team will contact you in order to confirm that the desired item is in stock & then take/refund any payments to cover the difference between the items. You will also be charged for the shipping of the replacement item.
If it is a refund that you would prefer for the undesired item, please follow the same process & state that you would prefer a refund, as opposed to an exchange. Upon receiving the item back to us, a member of the team will refund any unit(s) returned.
If the original order was eligible for free delivery, due to spending over £39 and the value of the returned item brings the order total below this, you will no longer be eligible for free delivery & will be charged the standard shipping rate for orders below £39. You would be required to cover any costs associated with returning the unit(s) that are not damaged, defective or incorrect.
What if I want to cancel/return the entire order?
If your order is yet to be processed & despatched, you may contact us by sending an email to sales@packagepets.com with details to allow a member of the team to trace & cancel the order. If in the event you wish to cancel following despatch, our standard returns procedure must be followed.
If you are unable to access a drop-shop & require Package Pets to arrange for direct collection from your property, this is available at a cost of £9.99 and can be processed through either PayPal/a telephone payment.
Whilst in this scenario, you would be required to cover the costs of the return, you would be fully refunded for the cost of the goods purchased upon receipt of the order back to us.
What if my item becomes faulty?
If you believe that an item you have purchased becomes faulty/defective, we have a set of procedures in place to rectify things in a way we feel is both suitable & fair.
Should it be of your belief that an item has become defective for reasons other than usage, wear & tear or chewing, the team must first have the opportunity to inspect & investigate the defect, allowing us to validate whether the item has become defective as a result of inferior product quality/general usage. In order for us to do so, please always share with the team an image of whatever the issue is.
Should the team find that the item is clearly defective, you will be issued with a pre-paid returns label in order to return the item to us for a refund.
In some cases, the team may request the item to be returned for further inspection. If upon inspecting the allegedly defective item, the item is not found to have any faults, or the faults are caused through usage, you will have the option to either cover the costs of the item being returned to you, or receive a refund minus returns postage.
We must state that if multiple items are purchased, we will be unable to accept the return of other non-damaged items from within the same consignment.
Please Note: When returning an item, please make sure you provide a note inside the parcel including your order number and reason for return. If a note is not provided, we will be unable to identify who returned the goods. This will therefore cause delays to how quickly we can process your return.