Returns
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 returns guide below:
- Customers have 14 days to return an item from the day your order arrives. This will be the date your order is marked as delivered on your tracking information. You can contact us to arrange a return by emailing us on sales@packagepets.com.
- Any food items can only be returned providing the packaging is unopened and fully factory sealed. Any opened treats that are returned will be held for 14 days and you will need to arrange a collection of this item. If the item is not collected within the 14 days, the items will be disposed. No refund will be issued.
- We are unable to accept returns on any items such as muzzles, collars, bandanas and shoes for hygiene reasons.
- Due to government legislations, we are unable to accept any returns on medications such as wormers, flea treatments and ear drops. Any medications returned, will be disposed. No refunds or replacements can be issued.
- We can only accept returns on products purchased from our store. We will require proof of purchase such as order number or orders details.
- For a product to be eligible for returns it must meet the list of guidelines listed above. It must also be returned in its original packaging, have no signs of use. Any products that do not meet our criteria, will be rejected and the customer will need to pay for redelivery of the item.
- If an item arrives damaged, we will cover returns once a photo of the damaged item has been provided. We will require sufficient evidence that this has happened in transit and this will need to be provided prior to using the item. If an item is used after arriving damaged, this will unfortunately invalidate the return. So please make sure your item is in full working order prior to use.
- If an incorrect item is received in your order or part of your order is missing, we will be happy to rectify this for you. Please provide us with a photo showing the incorrect item or part of the order received. We will also use additional information such as internal packing procedures, package weight from the courier and footage from the delivery to confirm the details.
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 defective/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 on sales@packagepets.com or give us a call on 0800 028 3880 & 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 defective/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, 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 more up your street, 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 defective.
What if I want to cancel/return the entire order?
If your order is yet to be processed & despatched, you may contact us through 0800 028 3880 or, alternatively, send 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 £8.99 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.