Cancellations & Returns
Cancellations & Returns:
You can cancel your order and return the product to us within 28 days of the date of delivery. To do so, please contact us using the following details, giving a brief outline of the reasons for which, you are rejecting the goods.
1. By email. Write to us by email at hwlpetsupplies@gmail.com. Please confirm that you wish to cancel the order and include details of purchase, dates of order or receipt of product, and your name and address.
This cancellation policy does not affect your statutory rights.
Returns procedure:
If you cancel the order after products have been dispatched to you or you have received them, you must return them to us. You have 28 days to tell us that you wish to cancel the order and return the product back to us from the date of delivery. Returns are made at your own expense, unless covered in ‘When we pay cost of the return’ below. You must post them back to us, including your proof of purchase, to 12 Tulip Drive, Leeds, LS14 6ZU. You must send off the products as soon as possible after telling us you wish to cancel the order. Please ensure the products are packaged adequately to prevent damage in transit. For your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the products.
When we pay cost of the return:
1. if the products are faulty or mis-described; or
2. if you are cancelling the order because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (except under our ‘See The Difference Guarantee’) you must pay the costs of return.
Refund Policy:
If you are entitled to a refund under these terms, we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
Refund deductions:
We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop.
The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
Refund time:
Your refund will be made within 5-10 working days from the day on which we receive the product(s) back from you or, if earlier, the day on which you provide us with evidence that you have sent the product(s) back to us.
In all other cases, your refund will be made within 14 days of your telling us you have changed your mind