Refund Policy
Returns and Refunds
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@isleofpets.co.uk. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
When shopping on our site please carefully choose the products you want and check information regarding flavours, sizes, colours etc before paying for your purchase as all postage costs to return a product that has been incorrectly ordered are at the expense of the customer. Products that have been maliciously damaged can not be refunded.
What to do when your delivery arrives.
Please always try to check your delivery upon receipt. If you are signing for goods that are damaged, please mark the delivery note as “damaged”. If you are unable to check the item at the time of delivery, please mark the delivery note as “unchecked”. Please keep the original product packaging in case you need to return your purchase.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Faulty Goods
If you receive a faulty product then please contact us by calling 01353 669912 or emailing hello@isleofpets.co.uk as soon as you can with your order number, which can be found on the invoice or in the confirmation email we sent at the time of purchase. We will then be able to arrange for the faulty goods to be returned if needed. Whilst the products are in your possession it is your responsibility to ensure they are kept safe and available to be returned. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Damaged on Delivery or Shortages
If your product arrived damaged or if there are any shortages, please contact us by calling 01353 669912 or email hello@isleofpets.co.uk immediately with your order number, which can be found on the invoice or in the confirmation email we sent at the time of purchase. For damaged goods, please include details of the problem. Whilst the products are in your possession it is your responsibility to ensure they are kept safe and available to collect. On receipt of the returned goods, we will arrange to replace or refund your product as you prefer. For shortages we will investigate and seek to replace missed items as soon as possible.
Incorrect Goods
Please notify us of any incorrect goods that we have supplied within 14 days of delivery by emailing us at hello@isleofpets.co.uk
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalised items), and certain care goods (such as shampoos and or pet treatments). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Cancellation - please make sure you want it before we send it.
If you wish to cancel your order and your item has already been dispatched, please ensure that you return your purchase to us in its original packaging within 14 days of receipt in order to obtain a refund excluding our postage costs. Where the order value was over £70 and we provided free of charge shipping we will charge the £3.95 per outer box as we will still have incurred courier fees. All shipping costs to return a cancelled order are at the cost of the consumer.
You can always contact us for any return question at hello@isleofpets.co.uk.