Returns & Refunds Policy

Section 01

Our Aim

Our voluntary returns policy accepts goods in their original, unused condition within 30 days of receipt for a replacement or a refund of the goods. This is additional to your statutory cancellation and faulty-goods rights. You do not need to meet our voluntary-policy conditions to exercise those statutory rights.

For eligible online purchases, you can tell us you wish to cancel within 14 days after receiving the goods, then send them back within a further 14 days. You may inspect goods as you would in a shop. For a qualifying cancellation of the whole order, we refund the standard outward delivery charge; any premium-delivery supplement is not refundable. You pay direct return postage for a change of mind where we informed you of this before purchase. Statutory exceptions can apply, including goods liable to deteriorate rapidly and sealed goods unsuitable for return for health or hygiene reasons once unsealed. Faulty or misdescribed goods retain their separate statutory protection.

Section 02

General Terms

• 1

  For statutory cancellations, evidence that you have sent the goods back can satisfy the return condition before we receive the parcel. We may not withhold your refund while awaiting goods if we have offered to collect them.

• 2

  For statutory cancellations, refunds are due without undue delay and within 14 days of your cancellation notice. Unless we have offered to collect, we may wait until we receive the goods or evidence that you sent them back, whichever comes first. We aim to process other eligible returns within 7 days of receiving them. Refunds use the original payment method unless you agree otherwise, without a refund fee.

• 3

  Nothing in this policy affects your statutory rights as a consumer under UK law.

Section 03

How to Return an Item

To return an item to us, please follow these steps:

• 1

  Pack the item securely in its original condition and packaging where possible.

• 2

  Include a copy of your invoice, or a letter containing your full name, delivery address, and order number, so we can identify your return upon receipt.

• 3

  Please contact us first (details below) for the correct returns address and current return instructions before sending your parcel. RPS is online-only; customer visits and in-person returns are not available.

Section 04

Damaged or Faulty Orders

If an item is damaged, missing, faulty or not as described, please contact us promptly so we can resolve it. The 48-hour reporting request is not a limit on your statutory rights. Where goods are faulty, you normally have a 30-day short-term right to reject them; statutory repair, replacement and other remedies may also apply.

We will arrange collection or return postage at no cost to you and ensure a prompt resolution.

Section 05

Further Information

For full details of Royal Pet Supplies’ contracts with customers, including all rights and obligations, please refer to our complete Terms and Conditions.

If you have any questions not covered by this policy, our team is always happy to help.