The UK’s Leading Supplier of Pet Foods

Returns

CAN I CHANGE MY ORDER?

Unfortunately an order cannot be changed once placed.  If you realise you have made an error or wish to add items, please email us at sales@petzilla.co.uk with your order number as soon as possible. Providing your order has not already been picked we can cancel and refund the order for you and you can place a new correct order. If your order has already been dispatched or you have received your item(s) then please see information on exchanging an item or returning for a refund below.

CAN I CANCEL MY ORDER?

If you would like to cancel your order please email us at sales@petzilla.co.uk as soon as possible to ensure we do not dispatch your order.

In addition, under the Consumer Protection (Consumer Contracts) Regulations 2013, you have the right to cancel your order and return the items within a period of 14 working days, beginning with the day after the day on which the item is delivered. This applies to all of our products, however, we regret that we cannot accept cancellations for opened part used pet/animal foods, customised or bespoke items or veterinary medicines. Please note that you will be responsible for the costs of returning the goods to us, unless we delivered the item to you in error or the item is received faulty or damaged. If we need to arrange for collection of the item from your residence, this will also be at your cost.

Please note special orders and personalised orders cannot be cancelled once the order has been completed.

CAN I RETURN MY ITEM FOR A REFUND?

We hope you will be pleased with your purchase, however 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 is in a fully resalable condition*. We may make a deduction from the refund for any diminution in value of the returned goods due to handling which goes beyond the sort of handling that might reasonably be allowed in a shop.

If you wish to return your order you must inform us, by letter or email within 7 working days of receiving your goods. You do not have to give any reason for cancellation; however a brief explanation will help us to improve the service we offer to you and to customers in the future. Return of the item(s) should be made within a reasonable time and with the original packaging. When returning items, for your protection, we recommend that you use a recorded-delivery service.

Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is received faulty or damaged. If we need to arrange for collection of the item from your residence, this will also be at your cost.

If the item was part of a bundle deal, multi-buy offer, or was advertised and supplied with a free gift, the complete bundle/multi-buy/free gift must be returned with the item, unless this is otherwise agreed in writing (ie letter or email). In this case a charge may be made for the items which are not to be returned.

CAN I RETURN MY ITEM FOR AN EXCHANGE?

We will be happy to exchange a product, provided (in the case of any non-defective products) it is in a fully resalable condition*. If the item requested for exchange is at a different price to the one purchased, you will be responsible for any additional costs. If you wish to return your order  for exchange you must inform us, by letter or email within 14 working days of receiving your goods. If a request is made after the seven days, you may be responsible for the cost of us resending the item to you. Return of the item(s) should be made within a reasonable time and with the original packaging. When returning items, for your protection, we recommend that you use a recorded-delivery service.

Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is received faulty or damaged. If we need to arrange for collection of the item from your residence, this will also be at your cost.

If the item was part of a bundle deal, multi-buy offer, or was advertised and supplied with a free gift, the complete bundle/multi-buy/free gift must be returned with the item, unless this is otherwise agreed in writing (ie letter or email). In this case a charge may be made for the items which are not to be returned.

HOW DO I RETURN AN ORDER/ITEM?

To return any item(s), wrap the package securely and send the item(s) to be returned back to us at the address below. You do not have to give any reason for cancellation but a brief explanation will help us to process your return and refund promptly. Please ensure you include your order number and contact details with your return.

A refund can usually only be credited onto the payment method used to pay of the original purchase.

Return Address:  Petzilla Returns Department, Mount Pleasant Way, Stokesley Business Park, Stokesley, North Yorkshire, TS9 5NZ

Unfortunately we are unable to accept returns on part used food, customised or bespoke items or damaged products (unless delivered damaged) or veterinary medicines. If the product returned is not in fully resalable condition or the packaging is damaged and we deem this to be a breach of your statutory duty to take reasonable care of the goods whilst in your possession, we reserve the right to claim against you the costs for the reduction in value.

Please note that you as the customer are responsible for the cost of return postage unless the item is faulty/not as ordered. For your protection we recommend that you use a recorded delivery service when returning your item(s) back to us and would always recommend obtaining proof of postage, as we are not liable for any loss or damage whilst in transit.

CAN YOU COLLECT AN ITEM FOR RETURN?

Petzilla can offer a collection service where the item to be exchanged/refunded can be collected from the delivery address. This service will be charged at our cost of £15 per parcel (with a maximum weight of 32kg per parcel). Unfortunately this is the charge we incur from our Courier.  Please ensure you package up the item appropriately as we cannot accept responsibility for any damage to the item whist it is on its way back to us. Items to be collected from remote or offshore addresses will also be subject to the same surcharges as applied for deliveries. If you require this service please email our customer services team to sales@petzilla.co.uk.

WHAT HAPPENS IF I HAVE HAD THE ORDER LONGER THAN 14 WORKING DAYS?

We may be able to accept returns for up to 30 days after receipt of the goods, where items have been ordered as a gift, for example. Please contact us as soon as possible and we will do our best to help. Please note you will be responsible for the cost of returning the item back to us, and we are unable in this case to refund the original postage costs. As we significantly subsidise our delivery costs you will also be responsible for the actual cost of delivery of the original order incurred by us.

WHAT HAPPENS IF MY ORDER ARRIVES DAMAGED?

We pack orders as securely as we can to minimise the likelihood of damage during transit, but in the unlikely event something in your order is damaged, please contact us before 4pm the following working day and we'll be happy to arrange collection and replacement as quickly as we can.

Please Note: We will require either photographic evidence of the damaged goods before a refund/exchange can be given and the packaging must be retained until further notice. If a customer accepts a damaged parcel knowingly the damage must be specified on the courier driver's signature terminal. Where the parcel has not been signed for as damaged, it is accepted that the parcel(s) has been relieved in good condition without damage to the contents. In this case, any claims for damage must be made before 4pm the next working day after delivery, or we will be unable to offer any refund or replacement.

WHAT HAPPENS IF I'VE BEEN SENT THE WRONG ITEM?

We have a checking system in place to ensure that customers receive the correct items, but in the unlikely event a mistake has happened and you've been sent the wrong item, or the wrong number of items, please contact us as soon as possible so we can investigate and resolve the issue as quickly as possible. We will either arrange for our courier to collect the incorrect items(s) or ask that you post them back to us. If an item has been sent in error, we will cover the cost of return postage.

Please Note: You must notify us of any missing/incorrect items within 7 days of receiving the order for any action to be taken.

We cannot be held responsible for any items ordered in error. Please make sure you check your order confirmation carefully and contact us as soon as possible if a mistake has been. If you realise you have ordered incorrectly upon receipt of goods, please follow our returns or exchange procedures above.

DO YOU ACCEPT RETURNS ON ALL ITEMS?

Unfortunately we are unable to accept returns on part used food, customised or bespoke items or damaged products (unless delivered damaged) or veterinary medicines. Please note special orders and personalised orders cannot be cancelled once the order has been completed.

Please also take particular care with items which are easily damaged. If you need guidance on the best way to try any item without damaging it, please contact us. When trying on goods it should be reasonably apparent before fully trying on the goods whether they are likely to fit or not and you should not stretch goods or force zips or fastenings as this may damage the goods and cause injury to you or your pet. We may make a deduction from the refund for any diminution in value of the returned goods due to handling which goes beyond the sort of handling that might reasonably be allowed in a shop.  For example a dog coat returned with dog hair on it would not be deemed to be in saleable condition.