Refund policy
30-day Returns Policy
We know that you will be pleased with your purchases from Petpatrol365. However, there may be occasions when you will need to return items to us.
Need to return an item?
You can request a return using our easy-to-use, online returns system which is accessed via your account.
Returning Pet Food?
All pet food is non-refundable unless unopened, unused, and factory sealed. Once the pet food has been opened, this is then a perishable item and cannot be returned/refunded.
In addition to this policy, you should also refer to our general Terms and Conditions of Sale.
30-day Returns Policy
If you have changed your mind about any item ordered and you wish to return it, no problem. You can do so provided you inform us of your decision within 30 days following the day after you receive your item. The item must not be used and must be 'as new' when returned to us in a pristine condition. Once you've informed us that you wish to return your item, you have 14 days to return it to us. Once the item is received at Back to the Pets, we'll issue a refund for the product to your original payment method. Please Note: There is a £4.99 collection/re-stocking fee on all 'Changed my Mind' returns.
Returns will not be accepted for open pet food.
Exchange Policy
Products can only be exchanged within the first 14 days, after this date only a return and refund can be opened.
Items Damaged in Transit
If any items were damaged in transit, we ask that you report them to us within 48 hours. If the items are visibly damaged on receipt, we recommend that you record this on the carrier's delivery note. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method.
Items Faulty on Arrival
If your purchases are faulty on arrival, we request that you inform us within 48 hours of receipt if you wish to receive a full refund. Items should be made available for collection and returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance, you will be liable for the return carriage costs.
Items Faulty in Manufacturer’s Warranty Period
If any of your purchases develop a fault, and it's more than 30 days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly.
Your statutory rights as a consumer
The statutory rights summarized in our terms and conditions are in addition to any manufacturer’s warranty that is offered with your items; such warranties will vary from item to item.
We are always happy to assist customers directly with any queries they may have. Under European Legislation, if you are not satisfied with the way that we propose to resolve any issue you have with a product you have ordered via our website, telephone, or via our live chat service, then you may raise a complaint with the European Online Dispute Resolution Platform.
We know that you will be pleased with your purchases from Petpatrol365. However, there may be occasions when you will need to return items to us.
Need to return an item?
You can request a return using our easy-to-use, online returns system which is accessed via your account.
Returning Pet Food?
All pet food is non-refundable unless unopened, unused, and factory sealed. Once the pet food has been opened, this is then a perishable item and cannot be returned/refunded.
In addition to this policy, you should also refer to our general Terms and Conditions of Sale.
30-day Returns Policy
If you have changed your mind about any item ordered and you wish to return it, no problem. You can do so provided you inform us of your decision within 30 days following the day after you receive your item. The item must not be used and must be 'as new' when returned to us in a pristine condition. Once you've informed us that you wish to return your item, you have 14 days to return it to us. Once the item is received at Back to the Pets, we'll issue a refund for the product to your original payment method. Please Note: There is a £4.99 collection/re-stocking fee on all 'Changed my Mind' returns.
Returns will not be accepted for open pet food.
Exchange Policy
Products can only be exchanged within the first 14 days, after this date only a return and refund can be opened.
Items Damaged in Transit
If any items were damaged in transit, we ask that you report them to us within 48 hours. If the items are visibly damaged on receipt, we recommend that you record this on the carrier's delivery note. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method.
Items Faulty on Arrival
If your purchases are faulty on arrival, we request that you inform us within 48 hours of receipt if you wish to receive a full refund. Items should be made available for collection and returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance, you will be liable for the return carriage costs.
Items Faulty in Manufacturer’s Warranty Period
If any of your purchases develop a fault, and it's more than 30 days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly.
Your statutory rights as a consumer
The statutory rights summarized in our terms and conditions are in addition to any manufacturer’s warranty that is offered with your items; such warranties will vary from item to item.
We are always happy to assist customers directly with any queries they may have. Under European Legislation, if you are not satisfied with the way that we propose to resolve any issue you have with a product you have ordered via our website, telephone, or via our live chat service, then you may raise a complaint with the European Online Dispute Resolution Platform.