Faulty Goods/Goods Damaged In Transit :

Please email us within 48 hours of delivery to request a returns form

Goods that arrive damaged must not be used, these goods must be returned to us in an unused condition. Refunds on goods that have been damaged in transit will be refunded by The Little Pet Shop and The Little Pet Shop shall recover the cost of the unused damaged goods from the courier.

To receive a form for completion please click on the link at the bottom of this information.
Select Returns/Faulty Goods from the drop down bar, type your order number in the subject heading. Please indicate in the question box what you are returning and the reason for the return. This information will enable us to send you the correct returns form. Send the request to us and we will email a form to the email address on your account

In some cases we may feel it is not necessary for you to return the damaged goods. In theses instances we may ask for pictures of the damages goods. Once the pictures are approved we will issue you with a photo claim number for you to put on your claim form. Please place this claim number at the top of your form and send the completed form only back to us.

If required, you must return your parcel to us using the postal service stated on your returns form, the cost of this return will be paid by us.

Collections from our courier must be between 9am - 5pm, Monday - friday 

If you are asked to send your return back via royal mail, please re parcel your item and return to us using recorded delivery within 7 days of receiving your returns form, keeping your proof of posting (orange slip) safe until we receive the goods back.

If you are asked to send your goods back via a courier, please re parcel your item for our courier to collect and post to us the documents you are asked to sign when the courier collects your parcel.

Upon return of your faulty good/s you will receive a full refund for the item/s or have a replacement sent and you will be refunded any postage paid to return the item

If your order was solely the faulty item/s being returned you will also be refunded the shipping cost of the order.

If you choose to have a replacement, this will be sent with no additional postage charges

Goods returned without the completed returns form cannot not be processed

All Other Goods :

We are happy to accept any goods back in their original packaging / tags in an unused condition within 7 days of your order being delivered.

Please email us to request a returns form

To receive a form for completion please click on the link at the bottom of this information.
Select Returns/Faulty Goods from the drop down bar, type your order number in the subject heading. Please indicate in the question box what you are returning and the reason for the return. This information will enable us to send you the correct returns form. Send the request to us and we will email a form to the email address on your account

Fill out your returns form and follow the instructions on your email, not forgetting to place your completed form in with your returns

Goods returned without the completed returns form cannot be processed

A refund will be given to the paid value of the item/s only

You will not receive a refund for any shipping charges paid to receive the goods

You will be responsible for the postage cost to return the item and you must obtain proof of posting, we recommend that the lowest royal mail service you use is recorded delivery

Please be aware recorded delivery only insures your parcel for up to £34.00. If your item is of higher value please make sure it is adequately insured as we can only deal with refunds & replacements when we get the goods back

If you would like our courier to collect your order the standard collection charge for UK mainland (Zone 1 on our tariff) is £16 per 20kg and includes insurance. This charge will be payable by yourself and shall be deducted from your refund should you choose to use this service. For collections from zone 2 & 3 please contact us for the courier charge as this differs from the standard £16.00 zone 1 rate .

Collections from our courier must be between 9am - 5pm, Monday - friday

Terms & Conditions For All Retuned Goods 

ALL Returns must be sent to our returns department with an enclosed completed returns form

Goods received without a completed form can not be processed

Any goods received at our main address will not be processed for a refund or replacement

Any additional postage costs incurred to forward a return from our main address to our returns department for processing a refund/replacement will be payable by the customer

Any additional postage costs incurred to forward a return from our main address back to the sender will be payable by the customer

Any returns sent to the incorrect department/address that have not been instructed by the customer for forwarding to the returns department or back to themselves at the customers cost within 7 days will become property of The Little Pet Shop

We will process refunds on the day the goods are delivered back to us and you will be sent and email of confirmation

Replacements will be dispatched within 10 days and we will email you with a new tracking number when the replacement is dispatched

Exchanges I.e. different size or product, will be proscced by means of a voucher code for the value of your return, this voucher will be issued on the day your return is recived and will be sent via email. This credit code will deduct the value of your retun from order total at the checkout when you reorder your goods

 

Goods returned via Royal Mail are subject to the terms and conditions of the Royal Mail Insurance - Should your goods become lost/damage in transit you will need to claim the value of your refund through Royal Mail, this is because we are unable to refund/replace goods that are not received back or  that are unsalable through damage. This claim needs to be done by yourself as royal mail insures the sender. Please visit your post office for more detail.

 

Returns Department:

thelittlepetshop.co.uk
Unit A4003
BYSSC
Canary Way
Norwich
Norfolk
NR1 1WY