Returns and Refunds

If you are entitled to a refund you will receive one! We are fair people and will treat all refunds and returns with care. We have tried to explain everything clearly below, please contact us if you have any questions.

Cancellations and Changes

Orders made in error
If you have made an error when ordering you must call us immediately on 02392 45 33 55.

If you have ordered items you did not need or have supplied incorrect delivery details you must call us immediately. You must not assume that we can do anything about the problem unless you are certain that we are aware of the problem, therefore it is not advisable to email us regarding errors in orders.

Once your order has been received we pack and dispatch as fast as possible and so if you have not brought the matter directly to our attention your parcel can easily be sent before emails are seen.

Cancellations are subject to Terms and Conditions agreed when placing the order.

Returns

If you need to make a return please notify us immediately on 02392 45 33 55 or by emailing: Orders {at} Veggie Pets. com*.

Returns are subject to Terms and Conditions agreed when placing the order. These explain that customers are responsible for the return of goods to us in order for use to make a refund. Goods must be returned in saleable condition - that is undamaged, unopened and unused.

We can assist you in returning the goods as we can arrange for a courier to collect the goods from you for much less than you would be charged for the same service. Our couriers are also insured so if damaged in transit you will not be liable.

If the goods are in saleable condition we refund the value of the goods less the cost of collecting them - typically this is equal to the delivery charge.

Refunds

Should you decide to request a refund please notify us immediately on 02392 45 33 55 or by emailing: Orders {at} Veggie Pets. com*.

Refunds are subject to Terms and Conditions agreed when placing the order. Specific issues

Packing and Delivery problems
We will refund or replace any goods that may have arrived at the destination in un-useable or faulty condition or indeed different from those ordered, just contact us and we will do our best to put things right.

We may request some proof of damage, such as a photo. Not to dispute the matter with you but because we sometimes require evidence when making a claim from couriers. An unsupported report of damage may be impossible to claim for against the insurance.

Minor and Superficial Damage
We may make a partial refund for minor damage. We will not refund for superficial damage such as dented tins or squashed boxes, where the goods are not rendered unusable. You are ordering through the post, some minor or superficial damage is possible and must be accepted as a risk.

We will try to add notes to assist postmen and couriers to leave parcels where requested. Customers must accept liability for the goods in these circumstances. We cannot refund for goods that have spoiled as the result of customers not being in at the time of delivery. We will offer full assistance in making a claim from the Post Office or a courier where appropriate.

Late Deliveries
While we endevour to dispatch parcels very quickly (faster than many companies do) we cannot guarantee the exact delivery date of your parcel. We may offer you a guide (such as 2-3 working days) however this will not be a binding promise.

Delivery may occasionally be affected by many things outside of our control, whether it is a flat tyre on a delivery van, a postal strike or bad weather. Under the law we have 28 days in which to deliver and we cannot provide an 'emergency service' so please note that a later than expected delivery will not lead to a refund. If you have arranged an express delivery we may be able to refund for any surcharge that was applied for that service above the standard delivery cost.


The Distance Selling Regulations
Under the Distance Selling Regulations, you have the right to cancel your order at any time for any reason before delivery and within seven working days after the day of receiving your goods. However the regulations are not there to be abused and there are exemptions:

Customers purchasing from VeggiePets.com agree in our Terms and Conditions that the cost of delivery and the cost of returning unwanted good are seperate from the goods themselves. We believe that the 'pack and dispatch' aspect of the service is exempt from the Distance Selling Regulations as the service is already completed within the normal cancellation period.

If you choose to cancel your order contact us IMMEDIATELY - by telephone. If we have not dispatched the goods we will happily give you a full refund.

If the goods have been dispatched there is no way to stop the parcel in progress (the law does not allow interfereance with the post). Therefore, orders cannot be 'cancelled' once they have been dispatched. This is now viewed as an unwanted parcel and we cannot refund for the postage/delivery cost - but may still be able to refund you for the goods.

If you have a parcel in transit that you do do not want, the best solution is simply to 'refuse' it. This means that upon an attempt to deliver your parcel you must refuse the delivery and direct the courier to return it to sender. The parcel will return to us at no additional cost.

If you have received your parcel and decide you want to return it you must notify us within 7 working days. You will be liable for returning the goods to us, and they must be salebale condition, that is undamaged, unopened and unused. As stated above, we can assist you in returning goods with a cheaper and well insured courier.

After seven working days the sale is considered closed and we will not make a refund.

If you do not return the goods within 30 working days we may reduce your refund to cover the cost of collecting the goods in person, unless the cost exceeds the value of the goods where no refund will be offered. 'Your statutory rights are not affected'.

How do we refund?
We will refund any money due within 30 working days to your credit/ debit card.
Where customers have paid in cash, by cheque or using a card over the phone we will refund by cheque.

*Sorry, we have to write emails like this - this is to reduce automated spamming software from abusing our mailbox.