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Returns & Cancellation Policy

At Parkhouse Pet Supplies, we want both you and your pet to be completely satisfied. As a UK consumer, you have specific legal rights regarding the return of goods purchased online. This policy explains how to exercise those rights.

1. Your Right to Cancel ("Change of Mind")

Under the Consumer Contracts Regulations, you have the right to cancel your order for any reason within 14 days of receiving your goods. You then have a further 14 days from the date you notified us to return the items to our warehouse.

To start a return: Please email pa***********@*******ct.com with your order number and the items you wish to return.

2. Returns Conditions

To receive a full refund, the following conditions must be met:

  • Condition: Items must be returned unopened, unused, and in their original resalable condition.

  • Packaging: Goods should be returned in their original packaging with all paperwork included.

  • Exclusions: For health and hygiene reasons, we cannot accept returns for pet food, treats, supplements, or hygiene products if the seal has been broken or the packaging opened, unless the item is faulty.

  • Return Cost: Unless the item is faulty or was sent in error, you are responsible for the cost of returning the goods to us. We recommend using a tracked service, as we are not responsible for items lost in transit.

3. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, faulty, or is not what you ordered, please contact us at 01305 260222 or email pa***********@*******ct.com within 30 days of delivery.

  • We will arrange a replacement or a full refund.

  • In these cases, we will cover the cost of the return postage.

  • Please inspect your delivery immediately and report any transit damage within 3 days to help us claim against the courier.

4. Refunds

Once we receive your returned items, we will inspect them and process your refund within 14 days.

  • Payment Method: Refunds are issued to the original payment method (Credit/Debit Card or PayPal).

  • Delivery Charges: If you return your entire order, we will refund the cost of the standard delivery you paid (if any). If you chose an express or premium delivery option, we only refund the cost of our standard delivery.

  • Partial Returns & Free Delivery: If your order originally qualified for free delivery, but a partial return brings the remaining order value below our free-delivery threshold, a £6.99 delivery fee will be deducted from your refund. This does not apply if the return is due to a fault on our part.

5. Non-Returnable Items

We cannot accept returns for:

  • Items opened by the customer (especially food/supplements).

  • Perishable items.

  • Items returned more than 28 days after the original delivery date (unless faulty).

6. Return Address

Please send all authorised returns to:
Parkhouse Pet Supplies
Unit C4, Marabout Industrial Estate
Dorchester, Dorset
DT1 1YA

Tel: 01305 260222
Email: pa***********@*******ct.com