RETURNS POLICY
We hope you love your purchase as much as we do but in the event it’s not quite right, we offer the following returns policy. Our policy will evolve as we do but for the moment this is how it all works.
Our policy is a 30-day refund for full price items and 14 days for sale items. Unfortunately, we cannot offer you a refund or exchange if the item is returned after this period. The customer is responsible for the cost incurred in returning the item unless the item is faulty, however we do check and photograph all items on packaging to ensure quality control and avoid faulty/damaged items being sold.
To be eligible for a return, your item must:
Contact our sales team on sales@petandequine.co.uk with your customer order number and reason for return and we will then email a returns form to complete.
The item must be unused and in the same condition that you received it and in the original packaging.
Insert the completed returns form.
Additional non-returnable items:
Gift cards
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer unless this has been arranged by us.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This usually takes a minimum of 5 days to show in your account.
Late or missing refunds
If you haven’t received a refund, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all these steps and you still have not received your refund yet, please contact us at sales@petandequine.co.uk.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@petandequine.co.uk and send your item to: The Pet & Equine Company Ltd, 3 Water Ma Trout, Helston, Cornwall, TR13 0LW, England.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
Shipping
To return your product, you should mail your product to: The Pet & Equine Company Ltd, 3 Water Ma Trout, Helston, Cornwall, TR13 0LW, England.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.