**** IMPORTANT ANNOUNCEMENT FOR MAINLAND UK CUSTOMERS 16/03/2022 ****
For the latest information regarding UK deliveries please read our delivery information update under the information tab
This does not apply to customers in Northern Ireland
CANCELLATION BEFORE DISPATCH
Our aim is to package and dispatch the goods within 48 hours of receiving an order. If you wish to cancel an order within this time frame please contact us by email from our contact page.
If the goods have not been dispatched then we will cancel your order and refund the invoice value. Confirmation of this refund will be emailed to you. For orders that have been dispatched please follow our returns policy. If you refuse to accept the delivery we will charge you for the return postage cost to us.
RETURNING UNWANTED GOODS
In accordance with the Distance Selling legislation, we are happy for you to return unwanted goods within 7 days from date of delivery so long as they are returned in an unused new condition with the original packaging, the original invoice and a completed returns form. Please note it is the customer's responsibility to ensure the goods are returned safely to us and the customer must pay postage costs.
RETURNING FAULTY GOODS
If you discover the goods you have purchased to be faulty upon receiving your order, please contact us at once by email so we can resolve the issue as quickly as possible.
All goods sold are covered by the standard manufactures warranty against faulty materials or poor workmanship. The manufacturer’s warranty will not cover damage due to misuse, accidental damage or wear and tear.
Faulty goods must be returned with proof of purchase and returns form. We will endeavour to resolve the issue upon receipt of the faulty goods by either replacing the product with a new or equivalent model or a refund for the original invoice value to your credit card/method of payment.
In the event your order has not been successfully delivered ,due to incomplete address ,email, or telephone information or has not been collected by the customer , and is returned to us by the courier ,
The customer is responsible for ALL original and return shipping charges.
Upon receiving the returned goods we will issue a refund to your credit card/method of payment for the invoice value , less the original and return shipping charges
RETURNS STEP BY STEP PROCESS
Inform us that you wish to return the goods and clearly state the type of return in the email i.e. Refund or Faulty. We will send you a returns form by email.
Complete the returns form and print a copy to go along with the returning goods and place inside the returning box.
If at all possible use the original delivery box or obtain a new box (at your own expense). We would ask you not to write, label or tape the retail packaging when returning unwanted purchases. If this happens, it will influence your refund claim.
Make sure to firmly pad the returning goods to avoid damage in transit.
Tape the box securely and clearly mark our return address on the outside of the box. If you are using the original box, please make sure to remove your delivery address.
Organise shipping for the returning goods and retain a receipt from the courier company as proof of postage, as unfortunately we will not be able to accept responsibility for packages lost in transit.
OUR RETURNS ADDRESS
Holistic Pet Products
Tel: 045 890557