Returns

We have a very simple returns procedure for Goods bought online and thus unseen - we offer a refund provided the Goods are returned within 7 days unopened and un-used. Animals are NEVER purchased un-seen and are individual thus they are only available for adoption in person and as such these distance selling rules on returns do not apply.

If you are not happy with your order through our shop for any reason, please notify us immediately (within 7 days of receipt at latest) quoting your name, order reference and reason for return. We will send you a Returns Authorisation Number (RAN) and details of where to send the items to be returned.

If the item is faulty, please contact us for a RAN, providing proof of purchase and detailing the fault and whether you would like a replacement product, a different item or a full refund. If there is a fault with the item, please tell us 1) exactly what is the fault; 2) the date, if relevant, when the fault became apparent; 3) when and how you discovered the fault; and 4)how the fault affected your use of the Goods.

All faulty goods should be returned with both goods and all packaging as far as possible in their original condition; securely wrapped;including our delivery slip/proof of purchase. Shipping at your risk and cost.

We reserve the right not to accept items returned without a RAN

For unwanted items we can not accept returns if the packaging has been opened or the product used. In the case of unwanted items returned in an unfit state we reserve the right to charge for re-delivery of the original order to the customer. Unwanted items returned in an unfit state will not be refunded/replaced. If you change your mind about an order/item please let us know as soon as possible: If notified outside the 7 day cooling off period, at our discretion we may offer an alternate product or credit note, please contact us for details.

Postage to or from you, can not be refunded on unwanted products

Personalised/bespoke items can only be returned if faulty

Please always write the RAN on the outside of your return and include a copy of the receipt or your name, email & address inside to minimise delays on processing your items.

NB: We can not be held responsible for items that are lost in transit – we would recommend you obtain ‘proof of posting’ from the post office when returning goods.

* (For legal reasons, date of receipt will be taken to be the next working day after despatch for 1st class deliveries and 3 working days after despatch for 2nd class deliveries)

Other reasons for refunds
We do not normally dispatch products to delivery addresses outside of mainland UK (Zone 1 Royal Mail/Parcelforce). If items are ordered with a delivery address outside of Zone 1 we will send an email to explain and will refund the transaction back to the card used, minus 5% (this is simply the amount we are charged for issuing a refund and applies only where products are ordered incorrectly for delivery outside Zone 1. Zone 1 covers the majority of the UK but doesn’t cover certain areas in Scotland and Ireland. If you contact us before ordering from Zone 2 of 3 we may be able to organise delivery subject to the Parcelforce surcharges.