If things go wrong...

When things go wrong...

It’s an imperfect world... and despite our best efforts, things do not always go to plan.

Here's what to do if you experience any problems with our service:

1. DON'T PANIC
   We don't want to labour the point, but it needs saying because some people in the past have gotten over anxious, feeling that because their parcel didn't turn up when expected that they may have been part of an elaborate scam (incedently there are no Ferraris outside the office - it would be a rotten scam!). Stay calm and remember that we want you to enjoy using our service and will be happy to hear from you, even if something is not working out the way it should.
   
   No one has ever failed to receive a refund when one was due, we have always replaced damaged or faulty items without fuss and we are always friendly and courteous to customers who have had a problem (as long as they are friendly with us too!! See the Be Nice Policy for acceptable behaviour by staff and customers).
   
   
2. Get in touch.
   Usually if customers receive incorrect or damaged items we will not know about the problem until they tell us. Call us on 02392 45 33 55 or email Orders {at} VeggiePets.com.
   
   
3. Be specific about the nature of the problem
   The clearer you are about the problem the faster we can resolve it. Remember to include the following details if you can: Your name, Telephone number, Email address, Order Number, any specific products that may be affected.
   
   
4. Be Nice
   We are nice and we like our customers to be nice too! By this we mean that we treat all our customers with a friendly respect and courtesy. In return we expect to be treated in a similar fashion. Vegeco Ltd has a 'Be Nice' policy... its simple aim is that everyone should be nice to each other (even we have to be be nice to each other!).
   
   So if you need to get in touch with a problem, remember that we are human too - we didn't decide to cause you some aggravation - in fact we will probably be as disappointed with the situation as you.
   
   Just let us know what the problem is - we'll be keen to see things sorted out to your satisfaction. That’s because we are nice ;-)
   
   
5. If you find that we haven't managed to solve your problem for youwe do have a Complaints Procedure. You should wite to us at the addres in our contact page detailing the problem and what has happened. Explain why you feel we have not reached a satifactory conclusion and one of the Directors will follow this up with you. However, if you get in touch as soon as somethings appears to be wrong it should never come to that.