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exchange & return policy
Please read our Exchange & Returns Policy carefully as, if it is not followed, we reserve the right not to accept returns or to levy an administration charge.
Exchanges
If you wish to exchange a product for a different size or colour, or for a different item altogether, please inform us within 7 days of the date of despatch. You must return the item to us within 14 days of the original date of despatch at your own cost, in its original packaging and in an unused, re-saleable condition. A charge for redelivery will also be made according to the size and weight of the package. If we do not have your requested exchange available, you will be issued with a credit note. Please note that custom-ordered items cannot be exchanged.
Refunds
We're confident you will be delighted with your order, but in the unlikely event that you're unhappy with any product we offer a full money-back guarantee. If you wish to return something for a refund, please inform us within 7 days of the date of despatch. You must return the item to us within 14 days of the original date of despatch at your own cost, in its original packaging and in an unused, re-saleable condition. Once we've received back and checked your order, the cost of the goods will be refunded to your account. You will not be entitled to a refund of the delivery cost or any return postage costs you may incur. If you do not inform us within 7 days or return the item within 14 days, you will be issued with a credit note rather than a refund. Please note that the money-back guarantee does not apply to any item that is custom-ordered for you.
Sale items
Please note that our 7 day money-back guarantee does not apply to sale items. Please ensure that you buy the correct size of product, as sale items cannot cannot be refunded.
Faulty products
Though we check every item before it is despatched, very occasionally faulty items do slip through the net. If any product is faulty or damaged in transit, please inform us within 7 days of the despatch date and we will be happy to exchange it for you as quickly as possible or offer a credit voucher or refund. You must return the faulty item to us within 14 days of the original date of despatch, after which we will refund your return postage costs. If we do not hear from you within 7 days or receive the item within 14 days, your order will be deemed to have been accepted in good working order.
How to return items
For any exchange or refund request, you must in the first instance please contact our customer service team at service@thepetextraordinarium.co.uk to indicate the reason for the return within the timescales outlined above.
Our customer service team will then give you an address to which you can return the item(s) in question. This may differ depending on which of our facilities the goods were originally despatched from. You must return the goods to us in their original packaging and, other than damaged goods, in an unused, re-saleable condition. You should also gain a certificate of posting from the Post Office, as The Pet Extraordinarium will not be held liable for losses or damage in the postal system.