Refund policy
RETURNS AND REFUND POLICY
- At Smartpetshop.co.uk we offer a hassle free; no quibble returns procedure and are happy to refund or exchange a product providing it's in a sealed fully re-sellable condition.
- PLEASE NOTE ONCE YOUR ITEM HAS LEFT OUR WAREHOUSE WE WILL NOT BE ABLE TO CANCEL THE ORDER OR CHANGE ADDRESS AS IT WILL BE WITH THE COURIER AND WE ARE LIMITED TO MAKE ANY CHANGES ON YOUR BEHALF.
- Any items returned damaged will not be refunded, so we recommend using an insured courier to return items to us.
- Returns should be made within 14 days of purchase and in original, undamaged packaging.
- Please note the buyer is responsible for returning products and this must be done at the buyer's cost unless the fault is our doing.
- We are unable to refund any delivery charge. IF THE CUSOMER HAS NOT NOTIFIED US OF WISHING TO CANCEL THE ORDER BEFORE IT IS SHIPPED, THEN WE WILL NOT REFUND ANY SHIPPING/DELIVERY CHARGES AS IT IS OUT OF OUR CONTROL. We are happy for you to return the unwanted item at your own cost for a full refund minus the shipping/delivery cost.
- We ask that you send your order back using signed for delivery. We are unable to refund any items that have been returned to us and then lost in the post. Please do this to cover yourself.
- Any damaged orders must be reported to our customer services team within 14 days of receiving your order. Please contact our customer services team on support@smartpetshop.co.uk with images of the damage and order details. Any damage reported after this time may result in us being unable to process a replacement order for you.
- In most cases we will ask you to send a sample image of the product clearly showing the fault along with all the product labels – it not usually necessary to return the entire faulty product. If the product is defective in any way or has a fault, a full replacement or refund will be made at no charge.
- Please note, personalised items are a bespoke item and under the "Consumer Protection (Distance Selling) Regulations 2000" - Goods made to the customer’s specification cannot be returned for a refund.
How to Return
If you would like to return any products to us,
Returns must be sent to:
Smartpetshop.co.uk
Unit 2D,
Cowm Top Business Park,
Cowm Top Lane,
Rochdale,
OL11 2QA
