Refunds & Returns
Refund Policy
Our refund and returns policy lasts 28 days. If 28 days have passed since your purchase, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and / or with all tags in place.
Several types of goods are exempt from being returned.
Perishable goods such as frozen foods, food, drink & ice cream cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Event tickets
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.
Late & Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Sale Items
Sale items are non refundable. Only regular priced items may be refunded. Sale items cannot be returned.
Exchanges
We only replace items if they are defective or damaged. Please contact us if you would like to request an exchange.
Shipping Returns
To return your product, you should mail your product to: Pups, Pets & Ponies, 38 Deeside Ind Park, Deeside, CH5 2NU.
You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning items, you may wish to consider using a trackable shipping service or purchasing shipping insurance. We can’t issue any refunds until safe receipt of goods.
