Returns Policy

I want to return my purchase for a refund, what should I do?

If you are not 100% happy with your purchase from Pets & Friends, you can return it to us within 28 days of placing your order. Please let us know you wish to cancel your order within 14 days. You then have a further 14 days to return the item to us. 

All goods must be returned unused, as new, in a saleable condition with the original packaging. We reserve the right to refuse a refund if the item has not been returned to us in a saleable condition.

To return your item just follow these easy steps:

1. Print & complete our returns form.

2. Pack everything up securely. Please include our returns form with your order.

3. Post back to us at the address below. For your protection we recommend that you use a recorded delivery service when returning your item(s) back to us, as we are not liable for any loss or damage whilst in transit.

You will be refunded the original price paid for the goods in question; including any original delivery charges you may have occurred. Please note that you are responsible for the costs of returning the item.

What address do I post my purchase back to?

Our returns address is:

Pets & Friends

Website Returns

Palmer Drive

Stapleford

Nottingham

NG9 7BW

 

How long does it take to get a refund?

As soon as we receive the returned item we will issue a refund to the card with which you made your purchase, you will receive an email from Pets & Friends to inform you that your refund has been processed. This refund is subject to standard bank clearing times and depending on the payment method usually takes between 3 and 10 days. 

I want to exchange my purchase for an alternative item, what should I do?

We understand that sometimes the product you have ordered might not be 100% right, whether it’s not the right size, style or colour for example. If you would like to exchange your item just get in touch with us and we will sort the rest! Please note that you will be responsible for the costs of returning the item.

Help! I have received a faulty, incorrect, or damaged product, what should I do?

If unfortunately you receive faulty, incorrect or damaged products please let us know as soon as possible after your receive your order, we can arrange for either replacement stock to be sent to your or you will be refunded the original price paid for the goods in question along with any delivery charges you may have occurred. You will not be responsible for the cost of returning the item(s) back to us.

Please contact us via email at customerservices@petsandfriends.co.uk  (Monday to Friday 9am - 5pm), within 48 hours from the date your order is delivered, to arrange an exchange or return where appropriate.

All goods must be returned in their original packaging. We can then inspect the items and pass them onto the relevant manufacture for assessment wherever necessary. If following an investigation of the product, we believe it is not a fault with the product itself, we will contact you to discuss this. We reserve the right to refuse a refund on the item.

If we believe that the goods may have been damaged deliberately or due to carelessness, we reserve the right to refuse a refund on the item.

Help! I am missing something from my order, what should I do?

If unfortunately, you receive a shortage on your delivery, against what the delivery document states, please contact us within 24 hours or your delivery arriving. Please contact us via email at customerservices@petsandfriends.co.uk We will endeavour to have the product(s) re-delivered to you as soon as possible.

You will not be charged any postage charges for any short-delivered products to be sent out.

Frozen Products Order Cancellation Policy

All orders can be cancelled at any time up until 08.00am on the day prior to the day of delivery. We regret to advise that after this cut off time, we are unable to accept any cancellation of orders containing frozen products due to the perishable nature of these products.

The easiest way of cancelling an order is to contact us via email at customerservices@petsandfriends.co.uk and must include the subject line ‘Frozen Order Cancellation’

This cancellation policy does not affect your legal rights, for example if goods are faulty or misdescribed.


Frozen Products Returns Policy

We regret to advise that we are unable to accept any returns of orders containing frozen products due to the perishable nature of these products. If you are not 100% happy with your purchase from Pets & Friends, please contact us via email at customerservices@petsandfriends.co.uk. This does not affect your statutory rights where the goods are faulty or not as described.

If you are not available to sign for your delivery and have left delivery instructions to that effect when placing your order, you will be deemed to accept the full risks of receipt of those goods. In this instance, in the event of a dispute, proof of delivery will be constituted by proof that our van driver has acted upon those instructions.

Frozen products will be delivered the next working day and you must be available to accept the goods within those times.  If you are unable to accept the goods and the goods are returned to our warehouse, due to the perishable nature of these products we are unable to provide a refund.