Deliveries and Returns

DESPATCH

We aim to despatch your order within 2 working days of receipt (when economy shipping is chosen), which in reality means that if we receive your order on a Friday evening we may not be sending it until the following Tuesday - however we do try our hardest to process as many orders as possible within 24 hours of receiving them. If you require your order urgently then please email us or by phone +44 (0)1449767745 Monday-Friday 09:30-17:00 and we will let you know what we can do to speed up the process.

SHIPPING COSTS

UK Customers:

Shipping is charged based entirely on the final weight of your order and will be calculated automatically at checkout.

For our Economy 3-5 working day shipping option we use EVRI. They will attempt to deliver on 3 occasions before returning the parcel to us. 

EU & International Customers:

Shipping is charged based entirely on the final weight and destination of your order and will be calculated automatically at checkout.

You may be liable for handling and import duties to take receipt of your order once it arrives in your country. Any duties payable will be the sole responsibility of the customer.

FREE SHIPPING

From time to time we may offer free shipping promotions. To be kept up to date and find out when these offers are valid please sign up to our mailing list. Returned items that have been subject to a free shipping offer and are being returned for a monetary refund will have our delivery cost deducted from the amount refunded. Please be aware of our shipping costs.

RETURNS PROCEDURE

We really hope that you are satisfied with your order. If, however, you need to return an item please email us quoting your order number and item(s) you wish to return and the reason why. We will then contact you by email to discuss the condition of the goods you wish to return.

Unfortunately, we cannot accept returns on sale items or gift cards.

IMPORTANT RETURNS INFORMATION

For non-faulty goods your return should be within 14 days of receipt and returned items should be in perfect, unused condition. You agree that you will have to bear the cost of returning the goods.

You must return the goods to us by recorded delivery (which requires a signature by the recipient) to the following address:

The Pet Guru Ltd, Unit 12 The Cedars, Cedars Hill, Stowmarket, Suffolk IP14 5PQ.

Please inform us of any item that is received damaged within 3 days of receipt. Photographic evidence of damage is required (item itself and, where applicable, outer packaging damage).

Please ensure that all returns are securely packaged when returned. The items must be returned in the same condition in which they were received. Any items received by you that are undamaged but which are returned to us that arrive damaged will not be refunded.

When you return your parcel, please retain your proof of postage in order to provide proof to us that you have shipped the goods to us, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit if there is no proof of postage. If the package is lost or stolen, you are responsible for claiming compensation from the courier responsible.

REFUNDS

Subject to your compliance with the Returns directions above, if you are returning your goods because they were damaged in transit, or because the wrong products were delivered, or because the products delivered were different from what was described when you purchased the products, then you shall be entitled to a refund of the full purchase price of the returned product or products and a refund of the full price of the original delivery charge.

Subject to your compliance with the Returns section above, in all other circumstances you will be entitled to a refund of the full purchase price(s) of the returned product(s). The original delivery charge will not be refunded. In no circumstances will you be refunded your cost of delivering the returned goods to us. Overseas customers please note: If you would like to return your order, handling fees and custom duties will not be refunded.

If we reasonably believe the returned goods have been used you will not be entitled to a refund. You will be responsible for arranging for the delivery of your returned goods back to yourself within 28 days of our receipt of your returned goods.

Refunds can only be made against the same credit/debit card or payment method used to make the original purchase.

If you have any queries please email us, or contact us by phone +44 (0)1449767745 Monday-Friday 09:30-17:00.