RETURNS AND REFUNDS

We only accept returns if faulty, before returning make sure you check your product instructions for help with common issues.

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

Returning a faulty item:

• Please login to my account, locate the order number in the purchase history and submit a return request via the Cases section. Please enter as many details about the fault as possible in the comments section.
• Each complaint is treated individually, and we will make sure the matter is resolved as quickly as possible. Once authorised, we will issue a Returns Authorisation Form with instructions on how to return the item.
• Please return your item unused and in original condition (including all labels and tags intact) with proof of purchase within 30 days, and we’ll give you a refund, as long as 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.
• Please be aware that we'll only process your refund once the item has been returned to us and checked; this can take up to 14 days.

• If you experience any problems or are not wholly satisfied with any of the animals received please contact our customer services team within 48 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. Please note we will not be able to process any animal returns without a Returns Authorisation Form attached.
• Please note 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.

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.
• If appropriate, we will issue a Returns Authorisation Form with instructions on how to return the item.
• Please note we will not be able to process any returns without a Returns Authorisation Form attached to the Return.
• DO NOT SEND PRODUCT WITHOUT A RETURNS FORM

When returning your item, the way you originally paid will determine how we refund you.

Credit Card:

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

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