**Refund and Returns Policy**
This Refund and Returns Policy (“Policy”) outlines the terms and conditions for refunds and exchanges provided by UK Pet Food Shop (“Company”) for pet food and related products (“Products”) purchased through the website UKPetFoodShop.com (“Website”) for customers located in the United Kingdom (“UK”).
1. **Refunds and Exchanges**
1.1. The Company offers refunds or exchanges within 14 days of the customer receiving the Products, subject to the conditions outlined in this Policy.
1.2. Refunds or exchanges will only be provided in cases where the customer provides evidence of receiving a faulty or damaged Product due to shipping.
1.3. In situations where the customer receives a product different from what was ordered, the Company will bear the shipping costs associated with returning the incorrect Product and will provide an exchange with the correct item as ordered by the customer.
2. **Damaged or Faulty Products**
2.1. At UK Pet Food Shop, we’re dedicated to providing the best for your pets. In the rare instance that your order arrives damaged, please follow our returns policy. We sincerely apologize for any inconvenience this may cause to your family. For a swift resolution, contact our friendly colleagues at [[email protected]]. Our team will promptly address the issue and arrange for a replacement or refund.
2.2. Upon delivery, carefully inspect your package. If the package is visibly damaged, kindly reject it.
2.3. In the case of a damaged package, please inform the courier immediately. Kindly instruct the courier to return the consignment to the warehouse.
2.4. For assistance, reach out to our Customer Care team at [[email protected]]. Provide details of the issue, along with any relevant photos if possible.
2.5. Customers must promptly inspect the delivered Products upon receipt and notify the Company within 14 days of any damages or faults caused by shipping.
2.6. To request a refund or exchange for a damaged or faulty Product, customers must contact the Company’s customer support team and provide clear evidence, such as photographs or videos, clearly showing the damage or fault.
2.7. The Company reserves the right to assess the evidence provided by the customer and make a final determination on whether a refund or exchange will be issued.
3. **Conditions for Refunds and Exchanges for Undamaged Goods**
3.1. At UK Pet Food Shop, we want you and your pets to be completely satisfied with your purchase. Here’s our policy for undamaged orders:
3.1.1. Goods may be returned within 14 calendar days from the purchase date.
3.1.2. Customers are responsible for the return shipping costs.
3.1.3. Items must be returned in unused and resalable condition to be eligible for a refund or exchange.
3.2. Products must be returned in their original packaging, along with any accompanying documentation or accessories, in order to be eligible for a refund or exchange.
3.3. Refunds or exchanges will not be issued if the customer has opened the Product, except in cases where the Product was damaged upon arrival and the opening was necessary to assess the damage by removing the shipping packaging, whereas the exception is also extended to the products that were damaged as a result of delivery and were already opened in the shipping package.
3.4. The Company will not issue refunds or exchanges for any Products that have been tampered with, misused, or damaged due to customer negligence.
4. **Refund Process**
4.1. Upon approval of a refund or exchange, the Company will provide instructions for returning the Product.
4.2. Refunds will be processed using the original payment method used for the purchase.
4.3. The Company will make reasonable efforts to process refunds within a reasonable timeframe, but the actual time for the refund to appear in the customer’s account may vary depending on the payment provider.
5. **Right to Refuse Refunds or Exchanges**
5.1. The Company reserves the right to refuse a refund or exchange if it determines that the customer does not meet the conditions outlined in this Policy or if it suspects fraudulent activity.
5.2. The decision of the Company regarding refunds or exchanges is final and binding.
6. **Amendments**
6.1. The Company reserves the right to modify or update this Refund and Returns Policy at any time. Any changes will be effective upon posting the revised Policy on the Website. It is the customer’s responsibility to review the Policy periodically.
6.2. The customer’s continued use of the Website and services after any modifications to this Refund and Returns Policy indicates their acceptance of the updated terms.
7. **Limited Liability**
7.1. The Company shall not be held liable for any direct, indirect, incidental, consequential, or special damages arising out of or in connection with the refund or exchange process, including but not limited to any delays, errors, or issues related to the return, refund, or replacement of Products.
7.2. The Company does not assume any responsibility for the quality, safety, or effectiveness of the Products purchased through the Website. Any issues or concerns regarding the Products should be addressed directly with the manufacturer or supplier.
8. **Severability**
8.1. If any provision of this Refund and Returns Policy is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.
9. **Entire Agreement**
9.1. This Refund and Returns Policy constitutes the entire agreement between you and UK Pet Food Shop regarding refunds and exchanges, superseding any prior agreements or understandings, whether oral or written, relating to the subject matter herein.
9.2. By placing an order through UKPetFoodShop.com, you acknowledge that you have read, understood, and agreed to the terms and conditions outlined in this Refund and Returns Policy.
**Please note that this Policy may be updated without prior notice at any time.**