Politique de remboursement
Returns & Refunds Policy
At North East Pet Shop / NE Pet Supplies, we want you to be happy with your purchase.
This policy explains your rights when returning goods purchased from our website. Nothing in this policy affects your statutory rights.
Online Order Cancellations & Change-of-Mind Returns
For most goods purchased online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
After notifying us that you wish to cancel, you then have 14 days to return the goods to us.
Returned products should be:
- in their original condition;
- complete with any accessories or components supplied;
- packaged appropriately for return.
You may inspect and handle goods in the same way that you reasonably would in a physical shop.
Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics or functionality, we may make an appropriate deduction from the refund to reflect any reduction in value.
Return Postage for Change-of-Mind Returns
Unless we agree otherwise, customers are responsible for the cost of returning unwanted goods when exercising their change-of-mind cancellation rights.
We strongly recommend using a tracked service and retaining proof of postage.
For large or bulky products that cannot normally be returned by standard post, please contact us before arranging the return.
Original Delivery Charges
Where you cancel an entire eligible online order under your statutory cancellation rights, we will refund the cost of our standard delivery service.
If you selected a more expensive or enhanced delivery service, any additional amount paid above our standard delivery charge is not normally refundable.
Refund Timescale
Once returned goods have been received and checked, refunds will be issued to the original payment method.
We aim to process refunds promptly and, where statutory cancellation rights apply, within the required legal timeframe.
Your bank or payment provider may take additional time to display the refund in your account.
Faulty, Damaged or Incorrect Goods
If an item is faulty, damaged, not as described or you have received the wrong item, please contact us as soon as possible.
For faulty goods, your rights are provided by the Consumer Rights Act 2015.
This includes a statutory short-term right to reject qualifying faulty goods within 30 days of delivery.
Depending on the circumstances and how long you have owned the product, you may be entitled to:
- a refund;
- repair;
- replacement; or
- another remedy provided by law.
Where goods are being returned because they are faulty, damaged, incorrect or not as described, we will cover reasonable return costs where applicable.
Please do not dispose of damaged goods or packaging until we have confirmed that it is safe to do so, as photographs or return of the item may be required as part of our investigation.
Items That Cannot Normally Be Returned for Change of Mind
Some products are excluded from the statutory right to cancel or may not be suitable for return once opened.
These can include:
- goods made to your specification or clearly personalised;
- fresh, chilled, frozen or other goods liable to deteriorate rapidly;
- sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken;
- goods that become inseparably mixed with other items after delivery;
- services that have been fully performed where you expressly agreed that the service could begin during the cancellation period and acknowledged the relevant cancellation consequences.
These exclusions do not remove your rights where an item is faulty, damaged or not as described.
Raw & Frozen Food
Because raw and frozen pet food is temperature-sensitive and liable to deteriorate, we are generally unable to accept change-of-mind returns once it has been dispatched.
If raw or frozen food arrives damaged, incorrectly supplied or in an unacceptable condition, please contact us immediately so that we can investigate.
Personalised Products
Products that have been made or personalised specifically for you cannot normally be returned because you have changed your mind.
Your statutory rights still apply if the product is faulty or does not match what was ordered.
In-Store Purchases
There is no automatic statutory right to return an item purchased in-store simply because you have changed your mind.
Any discretionary in-store return or exchange offered by us is in addition to your statutory rights.
Your legal rights in relation to faulty, damaged or misdescribed goods remain unaffected.
How to Request a Return
Please contact us before returning an item so that we can provide the appropriate return instructions.
Email: info@nepets.co.uk
Returns should normally be sent to:
North East Pets Limited
The North East Pet Shop
Unit 8 A&B
Victoria Industrial Estate
Hebburn
NE31 1UB
United Kingdom
Please include your order number and details of the item being returned.
Your Statutory Rights
Nothing in this policy is intended to restrict or exclude any rights available to consumers under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
