Returns & Refunds
At The Elegant Pet Co., we want you to be happy with your purchase. If something isn’t right with your order, please contact us and we’ll be happy to help.
Changed Your Mind?
If you buy from us online and simply change your mind, you have the right to cancel your purchase within 14 days of receiving your order, without having to give a reason.
If you wish to cancel, please contact us within 14 days of receiving your order. Once you have told us you wish to cancel, the item should be returned within 14 days.
Items should be returned unused and in their original condition, with the original packaging where reasonably possible.
You are responsible for the cost of returning an item when you change your mind.
Please contact us before returning anything, as we will provide the correct return instructions and address for your order.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, incomplete or you have received an item that you did not order, please contact us as soon as possible.
Please include your order number and, where appropriate, photographs of the item and its packaging. Photographs can help us resolve the issue quickly with our fulfilment partner.
Please do not return a faulty, damaged or incorrect item until we have contacted you with return instructions.
If an item is faulty, damaged, incorrect or not as described, your statutory consumer rights apply. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.
Where a return is required because an item is faulty, damaged, incorrect or not as described, we will provide appropriate return instructions and cover the reasonable return costs where applicable.
Missing Items
If an item is missing from your delivery, please contact us as soon as possible with your order number and details of the missing item.
We will investigate the issue with our fulfilment partner and arrange the appropriate solution.
Items Ordered Incorrectly
If you have ordered the wrong item or ordered more than you require, please contact us as soon as possible.
If your order has not yet been dispatched, we will do our best to make the requested change or cancel the order where possible.
If your order has already been dispatched or delivered, you may still have the right to cancel an online purchase within 14 days of receiving it.
For a change-of-mind return, you will normally be responsible for the cost of returning the item.
Refunds
Once a returned item has been received and checked, we will confirm the outcome and arrange any refund that is due.
Where you exercise your statutory right to cancel, we will refund the payments we are required to refund under applicable consumer law. This normally includes the cost of the standard delivery option you originally selected, but not any additional amount paid for an upgraded delivery service.
Refunds will normally be made using the original payment method.
Sale & Promotional Items
Sale and promotional items are covered by the same statutory consumer rights as full-price items.
If a sale item is faulty, damaged, incorrect or not as described, your statutory rights continue to apply.
Exchanges
If you would like a different product, please contact us before returning your order.
For a change-of-mind return, you can return the original item and place a new order for the alternative product.
If an item is faulty, damaged or incorrect, we will deal with the matter in accordance with your statutory consumer rights.
How to Return an Item
Please do not send products directly to our fulfilment supplier unless we specifically instruct you to do so.
As some of our products are fulfilled directly by our fulfilment partner, the correct return address and procedure may vary depending on the product and circumstances.
We will provide the appropriate return instructions when you contact us.
Contact Us
If you need to arrange a return, report a damaged or faulty item, or have a question about a refund, please contact us using the contact details provided on our website.
Please include your order number so that we can deal with your enquiry as quickly as possible.
Please do not return an item without contacting us first.
Nothing in this policy affects your statutory rights as a consumer.
