Returns Policy - No Quibble Returns
- Products can be returned up to 14 working days from date of delivery for a full refund or exchange.
We are unable to accept used items, partially used food or damaged products (unless delivered damaged) or veterinary medicines such as flea and worming treatments.
We provide a free of charge courier returns service for all items returned to us. Please contact one of our customer service team to arrange this at your convenience - 0203 6750786. The item must be in its original packaging, unopened and in a re-saleable condition and the cost of collection or return will remain at your charge. We only accept returns for products that have been purchased through us.
Medicines: We regret that we cannot, by law, accept returns of any medication including all flea treatments and wormers. If you return a medicine to us all we can do is dispose of it for you as it cannot be resold.
Here at Pet Supermarket we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items, so below is our returns policy.
We have split our returns policy up to make it clear how your order will be handled should you not be 100% satisfied with your purchase.
Returning an item: to return an item firstly please contact our customer care team where we can offer a free of charge collection or DPD drop off service. Please enclose a note with a brief explanation for the reason for the return along with your order number. Please ensure the package is secure and arrange your return within 14 working days from the date of delivery.
We regret that we cannot accept the following; damaged products unless arrived damaged, part used food items, or any other perishable goods, veterinary medicines unless they arrive damaged, faulty or not the item ordered.
This returns policy does not affect your statutory rights. Any refunds will be made within 30 days from notification to us and in accordance to our terms and conditions. You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.
What happens if something is missing from my order?
From time to time items may have been excluded from your delivery as we have either had to ship the item on at a later date or refund you for the value of the item due to a stock issue. We will contact you prior to shipping your order if this is the case. The customer must notify us of any missing items within 14 days of receiving the order for any action to be taken.
What happens if I receive damaged goods or an incorrect item?
If any item(s) are damaged or you have received an incorrect item or the item is not as described, customers are to inform Pet-Supermarket Customer Services within 24hrs of receipt the order and the packaging must be retained until further notice. If a customer accepts a damaged parcel knowingly the damage must be specified on the courier driver's signature terminal. Please use our online form to contact us should you have a problem with your order.
Before we can replace or refund an item we will ask for the item to be returned back to us. The item(s) can be collected by our carrier, and must be packed as received to avoid any possible damage. You will not be responsible for the cost of the return of the item or the cost of replacing the goods.
If we choose not to collect any damaged items we would ask you to take a photograph of the item in its original packaging to allow us to claim for the loss from our courier company.
What happens if I want to exchange a product?
If upon receiving your item(s) if you are dissatisfied for any reason, please return your item within 14 days, please include the reason for return and your request for the new product you would like exchanged. It is that simple! Your card will be charged/refunded any difference in cost. Please ensure that the item is returned back to us within 14 days of the date the item is delivered to you. Please note the item must be in an unused state, in original packaging and suitable for resale.
What happens if I want to return something for a refund?
If upon receiving your order, if you are dissatisfied with any item and wish to return this, please let us know and we can arrange the return back to us, it is that simple! We will reimburse you for the value of the item. Please ensure that the item is returned back to us within 14 days of the date the item is delivered to you. Please note the item must be in an unused state, in original packaging and suitable for resale.
What happens if I want to cancel/return my entire order?
If your order has not yet been processed by our warehouse you may cancel your order in full, however should your item have been dispatched by us then you will have to follow our returns procedure. In most cases we can inform our courier to return the order back to us, therefore please provide us with plenty of notice of cancellation.
Should you wish for us to re-send your parcel it will be done at the published tariff depending upon your chosen delivery service.
What happens if my product develops a fault?
Should you believe that your product has developed a fault we have the following terms in place to keep our process easy to follow. We will be unable to repair/replace/refund any product until we have had the opportunity to inspect the item and validate the fault and then decide on the best course of action.
I have had the product for less than 30 days?
Should your item develop an inherent fault within 30 days, in the first instance please refer to the manufacturer's warranty where applicable. If you believe the item is of unsatisfactory quality, unfit for purpose or not as described then please contact our customer service team and we will arrange a return of the goods, free of charge. With faulty goods a repair or replacement will be carried out at no cost to you. You will only be entitled to a full refund if you return the product within 30 days from the date your goods were delivered.
Before we can replace, repair or refund an item we will ask for the item to be returned back to us via our free courier returns service. The item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us please include a detailed description of the fault and your order number. You will not be responsible for the cost of the returning the item or the cost of replacing the goods. We will contact you on receipt of your return after the item has been inspected and to discuss the next course of action.
I have had the product for more than 30 days?
If you have had the product for more than 30 days and a fault has developed we may request the item is returned to us for inspection. Should the item be shown not to be faulty we will charge our costs for the postage and packing of your goods back to you. Any faulty item received outside of the 30 days terms maybe repaired where possible or a partial refund maybe offered.
I have had the product for more than 6 months?
Should your item develop an inherent fault after 6 months and isn’t covered under warranty then it is for you the consumer to prove that the fault exhibited itself within the first 6 months.
In practice, this may require some form of expert report, opinion or evidence of similar problems across the product range.
We cannot provide redress where the goods have been accidentally damaged, misused or where you have tried your own repair. For details of any guarantee that may be provided by the manufacturer in addition to your statutory legal rights please contact our customer service team. Please use our online form to contact us.
Some products come with a one or two year guarantee whilst others have no guarantee other than those which you are legally entitled to under the sale of goods act. Goods cannot always be expected to work fault free. They can break down through normal use. Consumers cannot, therefore, expect to hold us responsible for fair wear and tear. There needs to be a fault that was present on the day of sale even though it only became apparent later on.
On rare occasions where a replacement or repair may not be in your best interests we may agree to offering you an alternative product of equal value or a credit voucher for the value of the goods, at the discretion of the management.