Returns Policy
All of our products come with a 7 day no quibble, no questions asked returns policy. Please ensure you return the item with your original order number present and or a copy of your invoice, state the reason for the return on the invoice this is so we can note it on our system against your order.
Then simply return your item(s) in its original packaging and in perfect condition and we will refund you the cost of the product(s). Unused/unwanted goods must be returned within the 7 day “cooling off” period to qualify for a refund.
Some products as indicated in the product description in “RED” carry a restocking charge as quoted. In all cases products that are returned after the initial 7-day period will carry a restocking charge of 10% and you must obtain return instructions from us prior to returning the item. Returns in all instances will not be accepted after 14 days unless it falls into a warranty claim.
Please note you have a duty of care to ensure that the item is returned to us in resalable condition. When goods are returned to us for reasons other than faults or warranty claims we will refund the cost of the product(s) but not the cost of the original shipping.
NOTE: (ORDERS RETURNED FROM INTERNATIONAL COUNTRIES FOR ANY REASON OTHER THAN RECEIVED DAMAGED WILL NOT HAVE THE INITIAL POSTAGE OR RETURN POSTAGE REIMBURSED)
When returning goods, you must take reasonable care to ensure they do not receive damage in the meantime or in transit. You must ensure that the goods are packaged well to avoid damage to the product on its return, as items received damaged may not be fully refunded, if an item has arrived damaged and you wish to return it you must inform us before returning it. Please ensure that any items returned to us has adequate insurance cover taken, if an item received by us damaged due to the performance of your chosen couriers you will be required, to claim on their insurance. We will notify you of this upon receipt of your item.
Refunds are normally processed, with in 48hrs of the item being returned, PLEASE NOTE: Due to a change in PayPal’s terms and conditions in October 2019 regarding refunds, we no longer receive the PayPal fees back when we issue a refund to the customer, therefore if you return/cancel an item that was purchased using PayPal any refund owed will be minus the original PayPal fee.
Returns Policy (Whelping Boxes) in addition to above
When purchasing a disposable whelping box, you should check the item before using it (This includes checking it to ensure it is suitable size wise). Do NOT apply any tape to the box or screw in the rails, once you have applied tape to the box or fitted the rails, we will no longer accept this as a return. Beware that if you still decide to return the item your unlikely to receive a refund.
When purchasing a reusable whelping box, you should check the item before using it (This includes checking it to ensure it is suitable size wise). Do NOT screw in the rails, once you have fitted the rails, we will no longer accept this as a return. Beware that if you still decide to return the item your unlikely to receive a refund.
Returning a faulty/damaged in transit item:
If you wish to return a product which is faulty or has sustained damaged, please contact us on 01256 855120 (Mon-Thurs 9.00am-3.00pm) or email us at sales@petnap.co.uk in the first instance so that we can determine how best to proceed. Items that are received, damaged must be notified to us within 2 days of delivery, even if you intend not to use the item straightaway, we would advise you to check it, no claim for faulty or damage will be entertained after 2 days of the delivery date unless you have informed us within 2 days of receiving the item. If a customer receives an item that has sustained a fault or damage and decides to use the item knowing it is faulty or damaged, they will at this point no longer be able to return the item for a refund.
If your item becomes faulty within 30 days of purchase, we will give you the option of a full refund, after 30 days a repair or replacement will be issued as per the warranty.
Please note – For Health and Hygiene reasons we cannot accept the return of Cosi-Covers/heated beds for a refund if they have been used, and contain traces of pet hair unless they are faulty.
Items that are listed under our Ultrasound scanners & Puppy Aspirators section of this website are none refundable, if the item is faulty, it will be fixed and returned, if within the warranty period.
We are unable to accept returns without your original order number or proof of purchase or RMN.
This does not affect your statutory rights.
