LovePets.co.uk Return Policy
We are committed to selling quality products on LovePets.co.uk which we hope you will be fully satisfied with. However, we understand that there may be occasions when you need to exchange or return something you have bought.
If for any reason you are not entirely happy with any item then you can send it back to us to be refunded. Please note that the return of the items does have to be within 30 days (unless otherwise specified) from the date of receipt. See below for more information.
You also have a statutory right (under the Distance Selling Regulations) to cancel your order by fax, email or letter within seven working days of receipt. See below for more information.
For returns please follow our simple Returns Procedure detailed below. If you require assistance you may contact our Customer Services Department.
We also recommend that you keep your Order Acknowledgement, or take a note of the order number in your receipt, as you might need it as proof of purchase in the event of any after-sales queries.
How to Return
Please send all returns to: Returns Department, Ideal Shopping Direct Limited, Ideal Home House, Newark Road, Peterborough, PE1 5WG.
If you wish to exchange the product for a different size, colour, etc, please return it with it’s original packaging. Enclose the Returns Slip included with your goods, indicating the required size/colour/etc in the box marked ‘Additional Comments’. The replacement will be sent free of charge.
If the product is damaged, faulty or the wrong item has been sent and you require a replacement, please return the product with its original packaging and enclose the Returns Slip. Please give details of the damage/fault in the box marked ‘Additional Comments’. The replacement will be sent free of charge. A refund for the price of posting the faulty/damaged/wrong item will be issued, if a receipt or other evidence of purchase is enclosed with the returned goods or sent separately.
If you want an immediate replacement, please call Customer Services on 08431 68 22 68 (Maximum call charge from a BT Landline is 10p a minute. Calls from other networks may vary) to process a new order. You will be charged for your new order and then refunded on receipt of your original item.
If you do not wish to retain the product and simply want a refund, return the complete product within 30 days and we will process a refund according to your method of payment.
Customers are requested to return the goods with the original packaging, and to ensure the packaging is sufficiently robust to avoid transit damage.
Customers are responsible for paying return postage (unless otherwise stated). For your protection we recommend using Recorded Delivery for low value items, and Special Delivery for items above £39 in value.
Distance Selling Regulations
Under the Distance Selling Regulations, you have a right to cancel your order and request a full refund provided you do this within 7 working days of the delivery of your item(s). A“working day” is any day other than Saturday, Sunday or a Bank Holiday. This right does not extend to items personalised or made to your specification; audio/video recordings or software that you have unsealed; items that, by reason of their nature, cannot be returned; perishable goods (e.g. food), including opened pet food and periodicals/magazines.
To cancel an order you can either email us or write to us (see Contact Us for details) within seven working days of the delivery of your item(s). Make sure you have your order number with you to quoting when cancelling a purchase.
If you have any other order queries please email Customer Services or call us on 08431 682268. (Maximum call charge from a BT Landline is 10p a minute. Calls from other networks may vary).
(For security and training purposes, telephone calls to and from customer services may be recorded or monitored).
For more information visit LovePets.co.uk
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