Suitable for hamsters, mice and similar sized pets
We are happy to accept returns on all items within 30 days of dispatch but the return postage costs must be covered by the buyer. We recommend for returns that you use www.myhermes.co.uk to return the item because the post office charge unreasonable amounts and with myhermes all parcels are tracked. IMPORTANT: Items must be unused and have their original packaging. Please do not dispose of any items. For opinionated reasons such as if you feel the item is not fit for purpose or not happy with the quality of an item you must still cover the return costs. If however there is a genuine problem with your order please contact us via eBay messages and mention all problems at the point of first contact, please see below for the most common problems with orders.
Damaged and defective items – If your item arrives damaged or defective we require photos to assess the problem. Once pictures have been provided and an agreement has been reached with the buyer we will offer a prepaid label to return the item to us free of charge, a replacement /replacement parts or an exchange. It is imperative that we receive photos in order to raise a claim with the courier or our supplier, failure to provide photos will result in us not being able to offer any of the options above. Damage and defective items must be reported 30 days from items being dispatched.
A part is missing – If you receive your item and a part is missing please report it to us within 30 days of the item being dispatched and we will send you a replacement part. If we are unable to send a replacement part we will provide a prepaid label to return the item to us free of charge and issue a refund.
Item has not arrived – If your item has not arrived please report it to us within 30 days of the item being dispatched and we will launch an investigation with the courier to locate your order. If we cannot locate the order we will offer a replacement or a refund.