The goods must be returned to us undamaged in the original packaging within 14 calendar days. When returning any product, for whatever reason, please ensure that it is returned in its original condition, and returned with the original packaging – including any documentation, manuals, warranty cards and other accessories. If unopened products are returned for a refund, you will be refunded the purchase costs excluding the delivery costs. Please remember to include your name and order number along with the returned item.
• All returns must be in the same condition as they were delivered – remaining in their original manufacturer’s packaging if applicable.
• When shipping products back to us, please wrap the items in a secure box and secure with strong tape.
• Please contact us on firstname.lastname@example.org for our return address. The method that chosen for delivery back to us is entirely up to you (for example Post Office Counter to Counter, Speed Services or Courier).
• The customer will be responsible for the cost of the return of a product where a wrong order was placed.
• For electronic items, the original packaging, manual, warranty cards and all accessories supplied by the manufacturer must be returned.
• Should a product have a warranty, Pet Goodies will not replace said product after warranty has expired. The rights of the consumer are limited to warranties offered by manufacturers for certain products.
• Partial returns / damaged goods will not receive a full refund.
• If the item returned is not free of pet hair, chew marks, pet odour, debris or any other damage, no refund will be made. The product must be returned in a “sale-able” condition – this includes the packaging.
• Please allow 14 – 30 days for your return to be inspected and for us to refund your money. The cost of shipping the item back to Pet Goodies will not be refunded.
• Please notify us once you have sent back the product and let us know the tracking number so that we may be on the look out for the product to quickly process your refund, credit voucher or exchange.
We want you and your pets to be 100% satisfied with your purchase. If you aren’t, for any reason (such as if a wrong size or colour is chosen), then please return it to us in the purchase condition you received it in within 7 days of receiving the products. We can then exchange it for another product or offer you a credit voucher to the value of the purchase price (excluding the delivery cost). Refunds will be done within 30 days of date of cancellation. You will be liable for the delivery charge on returning the product to us. If you order the incorrect size / design and require a swop, an additional delivery will be charged.
Please note that we cannot always provide the colour or specific character within a series requested for some products as these are dependent on stock available at the supplier. We will, however, do our best to meet your requirements and will keep you in the loop regarding selecting alternatives or delays.
Errors occasionally do happen. Should you receive the wrong product please contact us within 7 days of receipt of the products and we will organise to have it returned to us and your correct order dispatched asap. You will not be charged the delivery costs for the correct order to be dispatched if the error was made on our side.
Once you have received your products, please check the contents immediately and report any discrepancies or damages to us immediately. We will organise a replacement product or credit voucher / refund for you for the damaged item, which will be shipped as soon as we have received the damaged product back. We will incur all costs of the return on the product and shipment of the new one (if applicable). Should a product be faulty / damaged, we will organise with the manufacturer / importer / supplier to assess the product. We are restricted to the supplier’s guarantees and warranties, which may mean fixing the item instead of replacing it. Should they find the product to be in 100% working condition, and the fault be attributed to incorrect usage, we will not be able to refund or exchange the product. The cost of returning the product to us / the relevent supplier as well as the return to you (of a non-faulty product) will be charged for or not refunded – whichever is applicable in each case. In most cases, damaged / faulty items have to be returned to the original supplier within 7 days of receipt.
Cancellations or changes
We are very flexible and would like to always keep our customers 100% satisfied. If for some reason you want to cancel or change your order after payment has been made, we will assist you as far as possible with this. If the parcel has already been shipped, you will need to return it to us in the same condition it was received, at your expense. If you contact us in time and we haven’t shipped your parcel yet, we will happily make the necessary changes in the order. Order changes can result in a revised delivery fee (if applicable) and / or revised discount structure (if applicable). Please note that we do reserve the right to a termination penalty on cancellation of large orders.