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Returns

Change or cancel an order

Unfortunately we are unable to make changes to an order once it has been placed. If you would like to cancel an order, please email petwarehouseni@btconnect.com. Provided the processing has not yet started and it is not with a third party supplier, our team will be able to cancel the order for you. If your products have already been delivered, then you will need to follow our returns procedure.

Track your order

To check your order status, just click on the Your account link at the top of the page, sign in and then view your order. You should see the one of the following phrases:

  • Order received means your order hasn't been processed yet. You'll receive an email confirming your order has been received;
  • Submitting to warehouse means your order is being sent to the warehouse;
  • Order processing - means your order is being processed at the warehouse;
  • Despatched means your order has left our warehouse. You'll receive an email confirming despatch;
  • Cancelled means your order has been cancelled;

Click on the tracking number to see where your package is. All orders except those delivered by Royal Mail will have a tracking number. However, please note we may not have been provided an order tracking number on some items delivered directly from the supplier. Please contact us if you require assistance with any such items.

If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email petwarehouseni@btconnect.com or telephone on 028 92 680049 between 9am and 5pm Monday – Friday.

Your purchase history

To find out more information on your past orders, please click here to sign into your account.

Returns procedure

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product.

Where the goods are not defective, we will process the refund due to you as soon as possible and, in any case, within 14 days of the day that we receive the goods in question back from you or you provide evidence to us that you have returned the goods to us. In this case, we will refund the price of the goods in full together with the original delivery charge (provided you return the full order to us), but not the costs you incur in returning the item to us; or because you claim that the goods are defective, we will examine the returned goods and will notify you of your refund by either post, telephone or email within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you that you were entitled to a refund for the defective goods. Goods returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.

Please ensure that you return goods to us within 14 days of your cancellation of the Contract. This does not affect your statutory rights where the goods are faulty or not as described.

In the case of returns pursuant to condition above, i.e., returns of non-defective goods, , We may also reduce the amount of money refunded to you where you have used the goods beyond the handling that is necessary for you to make sure the goods are as you expected, for example the handling you would do in a shop. This is in accordance with your statutory rights.

We are unable to offer a refund on personalised, custom made or made-to measure goods made to your specification (such as pet id tags) unless the goods are defective. If you claim the goods are defective, we will examine the goods and condition will apply.

Unless we have agreed otherwise, we will usually refund any money received from you using the same method originally used by you to pay for your purchase.

Most items can be returned through any one of these options:

  1. Returns via Pet Warehouse store Simply take the delivery note you received with your delivery and the product you wish to return to a store and tell the sales assistant you bought it online. Exception: If the product you wish to return was despatched directly from our supplier (highlighted on the delivery note) or is a personalised product it cannot be returned to our store. Please follow the return instructions on your delivery note or contact our customer service team if in doubt.
  2. 2. Returns via our address below Please include your Delivery note with your return and note on this the reason for the return.
    Pet Warehouse NI Ltd
    5 Harry’s Road
    Hillsborough
    Co.Down
    BT26 6HJ
    Exception: we regret that personalised products that are especially made or ordered with your choice of name, fabric, message or other customised aspect cannot be returned or refunded unless they are defective.

Packing and sending your return

To ensure that your refund is processed as quickly as possible, please follow the procedures below.

  • Return the product in its original packaging;
  • Pack the product to avoid damage during returns transit;
  • Include your despatch note or your name, address, phone number, order number and whether you require a refund or a replacement.

Refund policy

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product, provided (in the case of any non-defective products) it has not been unnecessarily handled, i.e beyond the handling that you would do in a shop to decide whether to purchase the product. Returns should be made within a reasonable time and in original, undamaged packaging.* Please see below for exceptions to this policy. If the product returned has been unnecessarily handled, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
*Products we are unable to refund.
We are unable to offer a refund on personalised goods (such as pet id tags) unless they are faulty.

Compliance with Distance Selling

https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/310044/bis-13-1368-consumer-contracts-information-cancellation-and-additional-payments-regulations-guidance.pdf

Delivery charges

We will refund your original delivery charge and your charges for returning the product to us when a product is faulty or damaged, but not when a product is simply unwanted.

Faulty returns

Consult the manufacturer's handbook or website if appropriate. If you need a repair, call our Customer Service team on 028 92 680049. You will be asked for details of the model number and date of purchase. Your despatch note provides this information and acts as your guarantee, so please make sure that you keep it throughout your guarantee period. In the unlikely event that an issue has not be resolved to your satisfaction, please let us know by calling our Customer Service team on 028 92 680049 between 9am and 5pm Monday – Friday, or by sending us an email. Should you remain dissatisfied please write to the Customer Service team, Pet Warehouse NI Ltd, 5 Harrys Road, Hillsborough, Co.Down, BT26 6HJ