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Pets.al - Refunds & Returns

Refunds & Returns

A refund will be credited to your original payment method within 14 days of us receiving the returned items at our return department (Pets HQ - Unit 3, Fusion Point, Ash Lane, Garforth, LS25 2GA, United Kingdom). Please note some banks may take longer to credit your account. We are not liable and cannot take any responsibility for any bank charges that you may incur during the refund process.

We recommend that you return the items via a recorded delivery service and retain the proof of postage.

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately 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.

Several types of goods are exempt from being returned. Perishable goods such as pet food, certain pet toys or pet magazines 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 include:

  • Gift Cards

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer but directly to us at: 

Pets.al HQ (UK) - Returns
Unit 3 Fusion Point
Ash Lane
Garforth
LS25 2GA
United Kingdom

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.

There are certain situations where only partial refunds are granted (if applicable): 

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error;
  • Any item that is returned more than 30 days after delivery due to courier fault.

Refunds

Once your return is received and inspected, we will send you an e-mail 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 a certain amount of days.

Late or missing refunds (if applicable)

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 at help@pets.al with details of your order and proof of purchase. 

Sale Items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at help@pets.al and post your item back to:

Pets.al HQ (UK) - Exchanges
Unit 3 Fusion Point
Ash Lane
Garforth
LS25 2GA
United Kingdom

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be e-mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to: 

Pets.al HQ (UK) - Returns
Unit 3 Fusion Point
Ash Lane
Garforth
LS25 2GA
United Kingdom

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 shipping an item over £50.00 GBP / $70 USD / € 60 EUR in value, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

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