Refund policy

Refunds & Returns Policy

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Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

The following items are non-returnable: 
Raw (frozen) foods 
Please note that we cannot accept returns of frozen foods as we cannot resell these items due to not having full monitoring of the temperature status whilst it was away from our control.

Toys
We are committed to providing high-quality toys that bring enjoyment and enrichment to your pets. However, we want to clarify our policy regarding the return or refund of dog toys:

  1. No Refunds for Used or Damaged Toys:
    Once a dog toy has been used or damaged during play, it is no longer eligible for a refund or exchange. Each dog interacts with toys in unique ways, and even the most durable toys can be damaged depending on a dog's strength, chewing habits, and play style.

  2. Toys Are Not Indestructible:
    While many of our toys are designed with durability in mind, no toy is completely indestructible. It is important to select toys suitable for your dog's size, age, and chewing habits to help ensure their longevity.

  3. Supervised Play is Essential:
    For your pet's safety and to prolong the life of their toys, dogs should never be left unattended with a toy. Supervision allows you to monitor wear and tear and remove toys that may become unsafe. Our qualified pet care team, and other pet care professionals recommend that pets should not be left with a toy in excess of 15 minutes. 

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 days.

Incorrect Items
If you order contains an error, please ensure you advise us within 24 hours so we can rectify the matter swiftly. 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account/credit card company; it may take some time before your refund is officially posted. If you’ve done this and you still have not received your refund, please contact us at info@pettittandboo.co.uk.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged prior to receipt. If you need to exchange it for the same item, send us an email at info@pettittandboo.co.uk and send your item to: Pettitt and Boo, Unit 1, Heyford Road, Norwich, Norfolk, NR6 6GB

Shipping
To return your product, you should mail your product to: Pettitt and Boo, Unit 1, Heyford Road, Norwich, Norfolk, NR6 6GB

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £20, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

None of the above terms affect your statutory rights. If a product is damaged or defrosted upon receipt, please contact us within 1 hour of the delivery time by emailing info@pettittandboo.co.uk  If you are reporting that a product has arrived damaged/defrosted, it is essential that you provide photographs of the damaged item as soon as possible after receipt. IMPORTANT: We cannot accept refund requests when goods are disposed of prior to taking photographs. It is essential that you contact us prior to disposing of goods. We also cannot accept claims for frozen foods having defrosted where a parcel has been left in a safe place for over 1 hour after the delivery. 

If your order is for frozen goods that are UNDER 5KG, please note that we will endeavour to package items to reduce the likelihood of them defrosting, but we cannot accept claims for refunds where defrosting has occurred. We strongly recommend a postal minimum of 5kg of frozen goods to reduce risk of defrosting. Please note that shipments to the following destinations may be subject to delays that are outside of our control: Isle of Wight, Isle of Man, Scotland, Channel Islands and Orkney Islands. We cannot offer refunds on goods that are frozen and shipped to these locations.

Please note that we do not refund shipping or delivery costs. 

 

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