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Returns Policy

Should you wish to return anything bought from us, we will be happy to refund a product, provided (in the case of any non-defective products) it has not been unnecessarily handled, i.e beyond the handling that you would do in a shop to decide whether to purchase the product.

 

Returns should be made within a reasonable time and in original, undamaged packaging. If the product returned has been unnecessarily handled, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

Most items can be returned through any one of these options:

 

  1. Returns via Pets Paradise Shop 
 

Simply take the order confirmation email you received when you placed the order and the product you wish to return to a store and tell the sales assistant you bought it online.

Exception: If the product you wish to return was despatched directly from our supplier (highlighted on the delivery note) it cannot be returned to Pets Paradise. Please follow the return instructions on your delivery note or contact our customer service team if in doubt.

 

  1. Returns via our address below
 

Please include your order confirmation email with your return and note on this the reason for the return.

Pets Paradise

Unit 3

Hempton Road

Fakenham

Norfolk

NR21 7LA

 

 

Exception: we regret that personalised products that are especially made or ordered with your choice of name, fabric, message or other customised aspect cannot be returned or refunded unless they are defective.

 

 

  1. Returns via courier collection
 

Contact our Customer Service team via live chat between 9am and 8pm Monday – Friday, and 9am – 5pm Saturday and Sunday.

 

We will email you back with further instructions and we will arrange for the courier to come to collect the product you wish to return.

 

Exception: we regret that personalised products that are especially made or ordered with your choice of name, fabric, message or other customised aspect cannot be returned or refunded unless they are defective.

 

Please note: we will refund the price of the item to the purchaser once it is received by us. A refund of the original delivery charge and the charges for returning the item to us will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.

 

Packing and sending your return

 

To ensure that your refund is processed as quickly as possible, please follow the procedures below.

 

Return the product in its original packaging

 

Pack the product to avoid damage during returns transit

 

Include your order confirmation email or your name, address, phone number, order number and whether you require a refund or a replacement.

 

We will process a refund as soon as the goods are received back with us in the case of returns, or as soon as we have seen photographic evidence in instances where goods are not to be returned and in any event within 30 days of the day we confirm you are entitled to a refund.

 

Refunds are normally processed by your Card issuing bank within 2 − 5 working days of us raising the refund but some banks require 30 days to process.