30 Day Returns Policy
If goods are delivered damaged, incorrect, missing or you simply do not want the product anymore, you must get in contact with us within two days from when the order was delivered to you. You may cancel your order and return your item for a refund or an exchange within 30 days (30) working days (beginning the day after receipt) *Exclusions apply. You must cancel your order in writing (email is fine) & request a returns number. If an order has already been dispatched by us then you will be expected to return items to us at your own expense. If goods delivered are damaged, missing or incorrect, you must advise us as soon as possible, and within two days from the date of delivery. If you notify us of a problem with your goods, we will either make good any shortage; replace any goods that are found to be damaged or defective; or refund the amount paid by you for the goods in question. Please contact Customer Services at firstname.lastname@example.org or call us on 01736 317123 Monday-Friday 9am to 5pm and request a returns number. Please inspect your goods immediately upon delivery.
Damaged in Transit
When goods are damaged in transit you must report this to us within 48 hours of you receiving the order, or we cannot claim against the courier for the loss. Please do not open nor use the product if it has been damaged, as opening or using your products, you are agreeing to it being in good, useable condition. If you are unable to check the goods upon receiving them, please note "NOT CHECKED" on the delivery papers before you sign for the goods. You then have two working days to check for damage/shortages, as stated above. Please Note: We may request photographic evidence of damaged goods so we can claim on our courier.
While we always try and use accurate product images, please note all images used on our website & product literature are for guidance only. Always use the product title, variant and description for accurate information before ordering. If you are unsure, please either visit us in store for an accurate representation of our products, or you can contact our customer service team via our online chat service or email us at email@example.com
Should you wish to return anything bought from us, we will be happy to refund or exchange the product(s), provided they are as new, and in fully resalable condition. Returns should be made within 30 days, and goods must be in the original packaging, undamaged. The cancellation period will expire 30 days from the day on which you receive the goods you have ordered. Costs of return postage will be at your expense unless the goods are faulty. You are advised to get proof of postage and postal insurance, as we cannot refund any items that is not returned to us, even if they are lost in transit. If an item has been specially ordered for you, the product will be non-refundable
Refunds can only be made to the original card used to make the purchase. We will process the refund in no more than: 1. 14 days after the day the product is received by us. 2. If there were no goods supplied, 14 days after the day on which you informed us about your decision to cancel your order. Please note that you, the customer, are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it. This includes, in the context of a return, when the product is in transit back to us. We will refund the price of the item to the purchaser or exchange the product once it is received by us. If an order is returned to us after 14 days from when you received it, then we will refund the delivery charge only if the goods are damaged, faulty or incorrect. If the item value is over our minimum order value for free shipping, then we will deduct an amount from the invoice total, as we have had to pay courier charges to send the items to you originally. If you are returning an incorrectly purchased item, that we correctly shipped, we will not refund the order shipping charge. Exclusions* We cannot offer refunds or accept returns on the following (unless they are faulty): 1. Special Order Goods (Eg. If you have requested a product we do not stock & we have ordered in the product especially from a manufacturer for you) 2. If sealed & original packages have been opened or tampered with in any way. If we find that a product has NOT been returned to us in a new and fully resalable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.
If an item is genuinely faulty, customers have the right to a replacement & in some cases a refund as long as the complaint is made within a reasonable time. We will normally require defective goods to be returned to us so that we can inspect goods, or if necessary send them back to the manufacturer under warranty/guarantee, if that is something the manufacture offers. If you discover a fault with an item please contact our customer services team so we can discuss the best course of action to resolve the issue. Need a replacement? If you require a replacement product before returning the faulty one, you will need to buy it through our online shop. Replacement products are not sent out until we have received the product (in good condition) and verified the fault exists.
If we find that a product has NOT been returned to us in as new and fully resalable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.
How To Return Items
As a guide, all items (Unless damaged or faulty) must be returned in new, re-saleable condition and in the original undamaged packaging. Please call or email us before returning goods so that we can issue you with a returns number. This will help us to process your return more efficiently. Please call 01736 317123 or email firstname.lastname@example.org Please then complete the details on our returns form which may be downloaded here and ensure that you wrap your package items adequately for transit. We cannot be liable for items that are returned damaged due to poor or inadequate packaging. If you need advice on how best to package your return please call or email us. If goods are damaged on their return journey due to inappropriate packaging it will not be possible to process a refund. If you do not have a returns form then please enclose a note in the package with your name, address, contact phone number and the returns number supplied by us. Returns Form We advise that you obtain a certificate of posting & postal insurance, as we can only refund you for items that are returned in a good re-saleable condition. If you have any questions you may call our customer services team on 01736 317123 or drop us an email with your query at: email@example.com Natural Cornish Pet Chenhalls Road St Erth TR27 6HJ Tel: 01736 317123 Email: firstname.lastname@example.org