This page contains information on the following:

• Product guarantees
• How to return a faulty item
• How to return a non-faulty item

Guarantee

All our products have a minimum of 1-year guarantee from date of purchase.

If a fault occurs with your product or your item is damaged during transit, please email Customer Services including your order reference number. If the goods have been damaged during delivery, you must notify us within 2 working days by sending an email to Customer Services including your order reference.

Batteries are not covered by any guarantee.

All Returns

You are responsible for the full return postage cost.

All returns must be accompanied by your original proof of purchase. We cannot provide refunds or replacements unless you have original proof of purchase.

All return items should be returned well packaged to prevent damage during return transit. Any damage occurring during return transit caused by inadequate packaging will result in the cost of damage being deducted from any refund due.

A. Returning a Faulty Item

To return a faulty item please follow these steps to ensure your return is dealt with promptly.

Step 1

Kindly email us at returns@pet-accessory.com with a brief description of the fault. This email should contain the full name of the person who placed the original order along with the address. We will then email you confirming receipt of your email.

Step 2

Once we have processed your return, you will receive details on how to return the item for replacement/refund. Your original proof of purchase must be sent back with your returned item. We cannot provide a replacemenrestocking
t item or refund unless you have original proof of purchase.

When returning items you must insure the item to its full value and obtain a signature for delivery. We cannot be held responsible for any items lost in the post.

Step 3

Once your item is received back and the necessary checks have been done, we will email you to update you regarding the refund/replacement to be issued.

Important Notes:

The entire returns procedure normally only takes around 1-2 weeks but we do endeavour to do issue your replacement/refund as soon as is possible. We would request that you dont email us more than once within the given period as your request may take longer to process.

Items found to have no fault will be retuned to you within 14 days. We reserve the right to charge 25% of the item cost for testing plus return delivery.

Thank you for taking time to read this and if you have any questions, do email Customer Services

B. Returning a Non-Faulty Item

All Items can be returned within 7 days of purchase.

Your original proof of purchase must be sent back with your returned item. We cannot provide a replacement or refund unless you have original proof of purchase.

You are responsible for the full return postage cost.

For a refund to be given, items must be returned unopened and sealed in their original packaging, and in a re-saleable condition. All wrappings, seals, bags and coverings must be intact. Goods being returned should not have been used, marked or damaged in any way. No refund can be given on opened, used or damaged items.

All items returned should be well packaged to prevent damage during return transit. Any damage occurring during return transit caused by inadequate packaging will result in the value of the item being deducted from any refund due.

When returning items it is your responsibility to insure the item to its full value and obtain a signature for delivery. We cannot be held responsible for any items lost or damaged in the post.

All returned items will be subject to a processing fee of 25% of the total value of the goods returned.

To return a non faulty item:

Step 1

Please ensure that the item are in a re-saleable condition, unused, unopened, sealed in original packaging and in original condition. Returned items must not damaged or marked in any way.

All requests for returns of non-faulty items must be made within 7 calendar days from date of purchase.

Please note that no refund/replacement will be issued if the item has been used in any way. The item should be returned in the same condition which it was delivered including all accessories and wrappings/seals intact.

Step 2

If the item is as stated above please email us at returns@pet-accessory.com with a brief description of why you would like to return the item and confirm that the item is in the condition described above.

This email should contain the full name of the person who placed the original order along with the address and the order reference number.

We will email you with instructions on how to return the item(s).

C. Items Received Damaged

Unfortunately, due to circulstances beyond out control, some items do get damaged during transit.

Upon delivery, please check your item for any obvious signs of damage. If you believe that the item has been damaged in any way, please DO NOT sign for the item and ask the delivery agent to return it to us.

Where possible, please take a clear photograph of the damage and email it to us at returns@pet-accessory.com

Once an item has been signed for, you can return the item to us but you are responsible for the full return postage costs. We will refund this cost to you upon receipt of the item and arrange for a replacement to be sent.

When you return a damaged item and do not require a replacement, all items will be subject to a processing fee of 25% of the total value of the goods returned (please see to Returning a Non-Faulty Item above).

All damaged items must be returned to us within 7-days

Important Information

• In all instances you will be responsible for all return delivery charges including postage & insurance.
• We cannot held be held responsible for any retuned items lost in transit. Please insure your items to the full value.
• If the error is on our part – e.g. wrong item dispatched, we will be responsible for delivery charges.
• Items must be returned back in pristine condition with all accessories and wrappings/seals intact.