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RETURNS AND REFUNDS Our Terms and Conditions

 

Every order we receive, wherever you are in the world when you place your order, is just as important to us as the next; That’s why we make sure we take care with every product we supply, in the hope that this arrives in the same perfect condition it left us in.  However, occasional things can go wrong, and it may unfortunately result in an item, or order, arriving damaged or faulty. Alternatively, they may just not be suitable for you, for example ordering the wrong size, or the item not being as ideal as you expected for your pet.  Whatever the reason for your return, if you wish to return a product, or order, please view below important refund and returns information.

UK CUSTOMERS

For ALL UK orders, excluding Special Order Items and Clearance Items*, we operate a strict 14-day return policy sitewide from the date you receive your order, allowing either a refund or replacement in most circumstances.  For any returns, please ensure your item is in the same condition it has been received in to ensure refunds and exchanges can be processed successfully. Unfortunately we are now unable to process exchanges for items that are being returned through choice, and not through fault or damage.  Please see the Exchanges tab below for more information, should you find yourself requiring an alternative item to replace the one originally ordered.

Below you will find a number of options for returns for UK customer. Please view the tabs carefully to ensure you are following the correct returns procedure for the item(s) in question that you wish to return, or report fault or damage for. 

*If you have purchased a Special Order item or Clearance/Damaged/Expired Item, unfortunately this is non-returnable unless the item has arrived damaged or faulty and not outlined on the listing when the item was purchased.  Should your item have arrived in a condition different to that expected, please follow the returns procedure under the tab “Return for Refund”, and a member of our team will be able to assist with the issue being experienced. Returns for Special Order items are at Management’s discretion, as well as for Clearance, Last Chance or Other under this category.  If it is found that an item has been purposely damaged or made faulty in order for us to authorise a return on it, this will be returned to sender (if it has been received back, inspected and suspected or found to have been tampered with whilst in your possession) or the return will be refused.

1) REFUND

We understand that all pets have different requirements, so it can easily happen that you accidentally order an item that is the wrong size, doesn’t fit, or just isn’t suitable for your pet like you intended it to be. Alternatively, you may just have changed your mind and the product is no longer needed.

If you wish to return your item(s) for a refund, due to any of the reasons outlined above, or similar, please follow these simple returns steps below, reporting any returns to us within our strict 14-day return policy, which begins from the date you receive your order. You then have an additional 14 days to return your items to us, from the date we authorise your return. All UK return parcels are subject to a £1.50 admin fee which will be deducted from your refund. This price is a fixed administrative charge per order/return parcel, regardless of the number of items from your order that you are returning.   

Please note, returns can only be accepted, and authorised, by email and NOT by telephone. All items and product packaging MUST be in an unworn/unused/original condition for a refund to be provided. Our Customer Service team reserve the right to refuse return requests made outside ths stated timescales above. They also reserve the right to refuse refunds for items not received back in a suitable condition, resulting in any item(s) being returned to you rather than a refund being processed.

Step One – Report your return.

Please contact us by email, clearly stating the following information. Our email address for returns is enquiries@purelypetsupplies.com. Please reference your email with ‘Returns [Enter Your Order Number Here]’

  • Your full name
  • Your order number
  • Item(s) to be returned
  • Reason for return

NB: If you are returning items that you have purchased using our Direct Dispatch service, linking with chosen manufacturers to provide a range of their products that are dispatched to you directly from them, please view the tab “DIRECT DESPATCH RETURNS”.

Step Two – Return Authorisation

Once you have reported your return to us, a member of our Customer Service team will authorise your return or request any further information for your return within 2 working days. Upon authorisation, you will be provided with our return address and an allocated Returned Merchandise Authorisation code (RMA) for the items you wish to return.  This RMA allows our team to match your return up with your original order quickly and efficiently, and MUST be included within your return to prevent any delayed action and/or resolution on your refund/return.

Step Three – Prepare your item(s) for posting

You’re now ready to return your items to us. Simply package the item (s) up that you wish to return, ensuring they are suitably packaged to arrive safely with us.  Please ensure your allocated RMA number (provided by our team when your return is authorised) is clearly stated with your return.

Step Four – Return your item(s)

You’re now ready to post your item(s) back to us using your chosen parcel delivery service. Please ensure your item(s) is returned to the address provided to you by our Customer Service team when your return is authorised. You have an additional 14 days from the date of authorisation for your return to arrive back with us.

Step Five – Refund

Once your return has been received back, we will issue any relevant refunds within 2 working days from the date received. Any refunds issued will be returned to the same payment method used when paying for your order, either through PayPal or back to your Credit/Debit account.  Unfortunately we are unable to issue credits rather than refunds. Please note, all UK return parcels incur a fixed administrative fee of £1.50, which will be deducted from your refund.  Shipment costs are also non-refundable. 

We recommend that all returns are sent back to us on a fully tracked delivery service to ensure peace of mind and safe delivery.  Unfortunately we cannot be held responsible for items going missing whilst being returned to us.  Should you choose not to use a tracked delivery service, please keep hold of your Proof of Postage, provided by your chosen courier, to enable you to make a claim, should this be required.  This is free of charge from ALL couriers, as it simply confirms the item has been successfully received by them and therefore falls under their responsibility to ensure safe delivery. 

For your convenience, we have included below some handy links to tracked delivery services that you can arrange from home, to ensure your returning parcel arrives safely and securely back to us. Please ensure you include YOUR address clearly on any package being returned to us, should any damage be incurred to the parcel whilst in transit thus meaning it needs “returning to sender”.

Simply click above to be re-directed to their website, where delivery services can be purchased online. Please refer to your chosen courier’s Terms and Conditions for full details of their postal service.

Should you be missing any items from your order, please view our FAQ’s for further instruction. 

INTERNATIONAL CUSTOMERS

For ALL International orders, excluding the purchase of Special Order Items and Direct Dispatch Items*, we operate a strict 14-day return policy from the date you receive your order, allowing a refund only. For any returns, please ensure your item is in the same condition it has been received in to ensure refunds can be processed successfully.  Unfortunately we are now unable to process replacements for international orders.

Please note, due to the perishable nature of consumables and dated goods, as well as the fragility of certain Products on our Website including plastics, glass and ceramics, we do not offer refunds or returns on Products that fall into any of these categories for International customers. 

Below you will find a number of options for returns for International customers. Please view the tabs carefully to ensure you are following the correct returns procedure for the item(s) in question that you wish to return, or report fault or damage for. 

*If you have purchased a Special Order item, unfortunately this is non-returnable unless the item has arrived damaged or faulty.  Should your item have arrived in a condition different to that expected, please follow the returns procedure under the tab “Return for Refund”, and a member of our team will be able to assist with the issue being experienced. Returns for Special Order items are at Management’s discretion.  If it is found that an item has been purposely damaged or made faulty in order for us to authorise a return on it, this will be returned to sender (if it has been received back, inspected and suspected or found to have been tampered with whilst in your possession) or the return will be refused. If you have a purchased a Direct Dispatch item, and this has been agreed by Management to be dispatched outside of the UK, unfortunately this is also non-returnable, as outlined to you when purchasing, unless the item has arrived damaged or faulty. For these circumstances, please refer to the “FAULTY OR DAMAGED GOODS” tab for further information. 

1) REFUND

We understand that all pets have different requirements, so it can easily happen that you accidentally order an item that is the wrong size, doesn’t fit, or just isn’t suitable for your pet like you intended it to be. Alternatively, you may just have changed your mind and the product is no longer needed.

If you wish to return your item(s) for a refund, due to any of the reasons outlined above, or similar, please follow these simple returns steps below, reporting any returns to us within our strict 14-day return policy, which begins from the date you receive your order. You then have an additional 14 days to return your items to us, from the date we authorise your return. All return parcels are subject to a £1.50 administrative fee which will be deducted from your refund. This price is fixed per order/return parcel, regardless of the number of items from your order that you are returning. Please note, dated goods (e.g. food, treats, medications and supplements) are not eligible for returns or refunds, due to the consumable and perishable nature of these products.  

Please note, returns can only be accepted, and authorised, by email and NOT by telephone. All items and product packaging MUST be in an unworn/unused/original condition for a refund to be provided. Our Customer Service team reserve the right to refuse return requests made outside the stated timescales above. They also reserve the right to refuse refunds for items not received back in a suitable condition, resulting in any item(s) being returned to you rather than a refund being processed.

Step One – Report your return.

Please contact us by email, clearly stating the following information. Our email address for returns is enquiries@purelypetsupplies.com. Please reference your email with ‘Returns [Enter Your Order Number Here]’

  • Your full name
  • Your order number
  • Item(s) to be returned
  • Reason for return

NB: If you are returning items that you have purchased using our Direct Dispatch service, authorised by Management prior to purchasing for delivery outside of the UK, unfortunately returns cannot be accepted, as stated to you upon completing your purchase.

Step Two – Return Authorisation

Once you have reported your return to us, a member of our Customer Service team will authorise your return or request any further information for your return within 2 working days. Upon authorisation, you will be provided with our return address and an allocated Returned Merchandise Authorisation code (RMA) for the items you wish to return.  This RMA allows our team to match your return up with your original order quickly and efficiently, and MUST be included within your return to prevent any delayed action and/or resolution on your refund/return.

Step Three – Prepare your item(s) for posting

You’re now ready to return your items to us. Simply package the item (s) up that you wish to return, ensuring they are suitably packaged to arrive safely with us.  Please ensure your allocated RMA number (provided by our team when your return is authorised) is clearly stated with your return.

Step Four – Return your item(s)

You’re now ready to post your item(s) back to us using your chosen parcel delivery service. Please ensure your item(s) is returned to the address provided to you by our Customer Service team when your return is authorised. You have an additional 14 days from the date of authorisation for your return to arrive back with us.

Step Five – Refund

Once your return has been received back, we will issue any relevant refunds within 2 working days from the date received. Any refunds issued will be returned to the same payment method used when paying for your order, either through PayPal or back to your Credit/Debit account.  Unfortunately we are unable to issue credits rather than refunds. Please note, all return parcels incur a fixed administrative fee of £1.50, which will be deducted from your refund. Shipment costs are also non-refundable. 

We recommend that all returns are sent back to us on a fully tracked delivery service to ensure peace of mind and safe delivery.  Unfortunately we cannot be held responsible for items going missing whilst being returned to us.  Should you choose not to use a tracked delivery service, please keep hold of your Proof of Postage, provided by your chosen courier, to enable you to make a claim, should this be required. Please ensure you include YOUR address clearly on any package being returned to us, should any damage be incurred to the parcel whilst in transit thus meaning it needs “returning to sender”.

These terms and conditions do not affect your statutory rights. If you have any questions or concerns regarding items purchased, our returns policy, faulty or damaged items, the return of your goods, or anything else relating to our Terms and Conditions for returns, please contact our Customer Service team at enquiries@purelypetsupplies.com. 

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