RETURNS AND REFUNDS

We only accept returns if products are faulty.

Before returning any products please check the instructions for help with common issues. Report any faulty items within 2 working day of receipt of goods. For animals please follow seperate guidance below

If you still need to raise a return please follow the instructions below

Online:

• Login to my account.
• Click on "Cases" and then "Submit New Case".
• Enter the order number you wish to create a return for.
• Select "Return" from the "Type of Enquiry" dropdown.
• Using the "Message" field, identify the product(s) you wish to return, the quantity and the reason for return - enter as many additional details as possible about the return.
• Submit request.

Email:

• Email support@monkfieldnutrition.co.uk
• In the subject line please include the product and fault.
• Within the message, include the order number and the product code, quantity and the reason for return. Enter as many additional details as possible about the return (including photographs).
• Select send

• Each return is treated individually, and we will make sure the matter is resolved as quickly as possible. We will issue a Returns Authorisation Form with instructions on how to return the item.
• Please return your item unused and in its original condition (including all labels and tags intact), together with the Returns Authorisation Form. Once received and checked we will notify you of your refund, providing your returned product meets our terms and conditions.
• We recommend using a tracked method of delivery or obtaining a proof of delivery for returns. We will not accept any liability for items that are damaged in transit to us.

• If you experience any problems or are not wholly satisfied with any of the animals received please contact our customer services team within 24 hours. The animal’s welfare is our main concern but all animal returns must be logged onto your account prior to return to ensure that we can process your return quickly and efficiently. We will not be able to process any animal returns without a Returns Authorisation Form attached.
• Each animal return is reviewed on an individual basis and resulting action taken will depend on the length of time the animal has been outside of our care, the condition of the returned animal(s) and the reason for return.

Credit Card:

• If you paid by credit or debit card, we can refund directly to the card originally used to place the order.

On Account:

• If you paid on account a credit memo will be issued.

Please be aware that we will only process your refund once the item has been returned to us and checked; this can take up to 14 days.