Pet Supermarket Return Policy
- Products can be returned up to 7 working days from date of delivery for a full refund or exchange.
- We are unable to accept part used returns of food, engraved ID tags, damaged products (unless delivered damaged) or veterinary medicines.
- You are responsible for the cost of returning the product back to us, unless they arrive damaged, faulty or not the item ordered
The product must be in its original packaging, unopened and in a re-saleable condition and the cost of collection or return will remain at your charge. We only accept returns for products that have been purchased through us.
Medicines: We regret that we cannot, by law, accept returns of any medication including all flea treatments and wormers. If you return a medicine to us all we can do is dispose of it for you as it cannot be resold.
Here at Pet Supermarket® we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items, so below is our returns policy. We have made our terms crystal clear and our charges transparent to avoid any nasty surprises. We have split our returns policy up to make it clear how your order will be handled should you not be 100% satisfied with your purchase.
Before returning your item please click here to complete your Customer Returns Form online, complete and submit. We will match this up with your returned product when it is received by our Returns Department.
Return Address; To return an item, please enclose a note giving the reason for the return along with your order number, wrap the package securely and send the item(s) to be returned back to us at the address below within 7 working days from the date of delivery. You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.
Frogmore Industrial Estate Acton Lane
For your protection we recommend that you use a recorded delivery service when returning your item back to us as we are not liable for any loss or damage whilst in transit.
If you cancel, you must return the goods to us at your own expense. You are responsible for the risk of loss or damage when you return goods, so you should take out enough postal insurance to cover their value. If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.
We regret that we cannot accept cancellations of contracts for the purchase of engraved ID Tags, damaged products unless delivered damaged, part used food items, or other perishable goods, veterinary medicines unless they arrive damaged, faulty or not the item ordered.
This returns policy does not affect your statutory rights. Any refunds will be made within 30 days from notification to us and in accordance to our terms and conditions. You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.
What happens if something is missing from my order?
From time to time items may have been excluded from your delivery as we have either had to ship the item on at a later date or refund you for the value of the item due to a stock problem. We will contact you prior to shipping your order if this is the case. The customer must notify us of any missing items within 7 days of receiving the order for any action to be taken.
What happens if I receive damaged goods or an incorrect item?
If any item(s) of your order are damaged or not the item ordered, customers are to inform Pet-Supermarket Customer Services within 24hrs and the packaging must be retained until further notice. If a customer accepts a damaged parcel knowingly the damage must be specified on the courier driver’s signature terminal. Please use our online form to contact us should you have a problem with your order.
Before we can replace or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our carrier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge.
If we choose not to collect any damaged items we would ask you to take a photograph of the item in its original packaging to allow us to claim for loss from our courier company.
You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not damaged or incorrect within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions below.
What happens if I want to exchange a product?
If upon receiving your order, you are dissatisfied for any reason whatsoever, please return your order along with a note explaining the reason for return and your request for the new product you would like exchanged. It is that simple! Your card will be charged/refunded any difference in cost plus £4.99 for postage and packing of your replacement. Please ensure that the item is returned back to us within 7 days of the date the item is delivered to you.
You will be responsible for the cost of returning the item and our postage and packing charge of £4.99 of your replacement.
What happens if I want to return something for a refund?
If upon receiving your order, you are dissatisfied with any item for any reason whatsoever, please return it back to us, it is that simple! We will reimburse you for the value of the item. Please ensure that the item is returned back to us within 7 days of the date the item is delivered to you. Should you have received free delivery when you initially placed your order with our super saver service and the value of your returned item, brings you under the qualifying spend to qualify for free delivery you will be charged the published delivery tariff on the date you placed your order.
You will be responsible for the cost of returning the item.
What happens if I want to cancel/return my entire order?
If your order has not yet been processed by our warehouse you may cancel your order in full, however should your item have been dispatched by us then you will have to follow our returns procedure.
Should your order be returned back to us by our courier due to a refusal to accept the goods, non delivery caused by the incorrect address being given, or non collection of your goods from our courier we will recover our costs in the return of your order which will be charged at £15.00 per parcel.
Should you wish for us to collect the goods Pet-Supermarket reserves the right to charge an uplift fee to cover the cost of employing a courier company to collect the item from the customer which is currently £15 per parcel. We would recommend returning the parcel using your own courier service to avoid this charge; competitive rates are available at Parcels2Go.
Should you wish for us to re-send your parcel it will be done at the published tariff depending upon your chosen delivery service.
You will be responsible for the cost of returning the item however a full refund will be provided for the goods and postage paid when ordered.
What happens if my product develops a fault?
Should you believe that your product has developed a fault we have the following terms in place to keep our process easy to follow. We will be unable to repair/replace/refund any product until we have had the opportunity to inspect them to firstly validate the fault exists and then decide on the best course of action;
I have had the product for less than 7 days?
Should your item develop an inherent fault within 7 days then please in the first instance refer to the manufacturer’s warranty where applicable, or you may wish to contact our customer service team and we will arrange for a repair or replacement to be carried out at no cost to you. You will only be entitled to a full refund if you return the product within 7 days from the date your goods were delivered.
Before we can replace, repair or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our carrier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge.
You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not faulty within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions above.
I have had the product for more than 7 days?
If you have had the product for more than 7 days you will be liable for the cost of returning the product back for inspection. Should the item be shown to not have any fault we will charge our costs for the postage and packing of your goods back to you. Should your item develop an inherent fault after 6 months and it does not come with a manufacturer warranty then it is for you the consumer to prove that the fault exhibited itself within the first 6 months.
We cannot provide redress where the goods have been accidentally damaged, misused or where you have tried your own repair. For details of any guarantee that may be provided by the manufacturer in addition to your statutory legal rights please contact our customer service team. Please use our online form to contact us.
Some products come with a one or two year guarantee whilst others have no free guarantee other than those which you are legally entitled to under the sale of goods act. Goods cannot always be expected to work fault free. They can break down through normal use. Consumers cannot, therefore, expect to hold us responsible for fair wear and tear. There needs to be a fault that was present on the day of sale even though it only became apparent later on.
You will be responsible for the cost of returning the item however we will send the replacement or repaired or replacement item back to you free of charge
On rare occasions where a replacement or repair may not be in your best interests we may agree to offering you an alternative product of equal value or a credit voucher for the value of the goods, at the discretion of the management.