Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
- Gift cards
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Unless otherwise agreed by the parties, payment shall be due and payable at the time the order is placed and accepted by us. All goods remain the property of the Online Petz Store until paid for in full. Title to goods will not pass to the customer until payment has been received in full.
For online order, orders are processed automatically via fully secure servers. We will confirm acceptance of your online order by e-mail to the address you have given and the sending of this e-mail (whether or not it is received) forms the Contract between us.
Delivery
The majority of orders will be shipped within 3 working days of the order date, however due to the nature of our business there may be extended lead times for certain items. We will always notify you as soon as we are able of any delays in shipping any order placed.
We will arrange for delivery of the products you order to the address which you specify. However, the time for delivery shall not be essential to the contract between us. We may on occasion deliver the goods in several consignments but will not charge any extra delivery for this.
We accept no responsibility in the event that goods are left as instructed by you without your presence at the time of delivery. If you fail to accept delivery of goods when delivered we reserves the right to attempt delivery of the goods at a later date and to invoice you a further delivery charge.
Risk of damage to or loss of the goods shall pass to you upon delivery. Once goods have been signed for, you must notify us of any shortage, damage or fault as soon as is reasonably possible.
Delivery fee of £5.50 for all orders under £70 at checkout.
Free delivery on all orders when you spend £70 or more at checkout.
Cancellation
Cancellation of an order is only accepted before it has been processed and dispatched. Please contact us by telephone or confirm via email via our contact us page. Once the order has been dispatched, no cancellation is accepted.
Returns
If there is an error or any other delivery problem in respect of the products ordered, you must notify us either by email or by phone within three days after the delivery date. We will not be liable for any loss or damage if you fail to do this.
For goods that are received damaged or faulty you must contact us within 30 days, without using or further unpacking the goods, and return them to us within 30 days. Goods received damaged will be replaced or a credit note issued according to your wishes, including the cost of return postage, when we have received the item(s).
It will be your responsibility to return all goods in the same condition as they were upon delivery. You are advised to retain the original packaging in the event of you cancelling an order.
We do not normally accept return of items that are in good order and not faulty. If we do, this will normally be for a trading credit only. Shipping cost is non-refundable and you are responsible to pay the delivery charges due for items returned for refund. We reserve the right to deduct from the refund any charges necessary for packaging/re-packaging, repair or cleaning of any goods returned not in the same condition as upon delivery. We are entitled to recover all costs, loss, charges and expenses incurred in connection with goods returned not saleable as new.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at onlinepetzstore@outlook.com
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
Exchanges
We only normally replace items if they are defective or damaged. If you need to exchange it for any other reason, send us an email to arrange this.
You will be responsible for returning your item for which the shipping cost will be refunded if sent on a comparable service with the cost being the same or lower.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
The Online Petz Store and its directors, partners or related companies shall not be liable for any losses or claims arising directly or indirectly from use of this website except that this exclusion of liability does not apply to any damages in connection with death or personal injury caused by the negligence of the Online Petz Store its directors, partners or employees.
