Damaged or Faulty Goods
In the unlikely event that you receive an item that is damaged or faulty, we can offer a pro rata refund within 30 days of you receiving the order, just email [email protected] and we’ll help you out.
Do not dispose of the product until we have approved a refund.
Please note our policy is NOT to ship out replacement items because of the high cost of shipping but issue a pro rata refund instead. If you are a subscriber and receive damaged product then we will still refund you and are happy to advance your next subscription order to keep you on track.
Where damage amounts to severely dented cans, open product or where the product itself is compromised we will require photographic evidence of the damaged/faulty item together with the box with the package tracking number visible. Please also take pictures of any visible damage to the box so that we can investigate and improve our packing and shipping processes. We will also need to contact you to assess quantity and extent of the damage. We reserve the right to require the product to be returned depending on the extent and type of damage claimed.
If we require it, returning a damaged or faulty item is free of charge, please contact [email protected] with your name, address & order number and our customer service team will generate a shipping label for you.
Once the item has been received and inspected by our customer care team, you will be notified that a refund has been issued within 48 hours of receipt. Please feel free to order the item again from our website.
Returning an Order
Sometimes it just doesn’t work out. We get that. If you’ve changed your mind and want to cancel your order, we ask that you contact our sales team and return the item in its original packaging with the security seal unbroken within 30 days to:
Petsware.co.uk
Unit 3 Seymours Yard
Weycroft Avenue
Millway Rise Industrial Estate
Axminster
Devon EX13 5TQ
Unfortunately, we aren’t able to cover the cost of returning unwanted items, so the postage cost of returning these items is the responsibility of the customer. Please ensure that you obtain proof of posting as items being returned are the responsibility of the customer until the items reach our offices.
Once the item has been received and inspected by our customer care team, you will be notified that your refund has been issued within 48 hours. Please note the item must be returned with the original packaging, as new, unused, and free of defects.
If you return items or do not include items that have been part consumed or that are open then we will refund you pro-rata your original order value. If the order was sent out with free shipping then the regular shipping charge including VAT will also be deducted.
If you cancel your order before the items are shipped out a refund will be issued right away. Please email [email protected] to advise.
