Returns Policy
RETURNS AND REFUNDS
If you wish to cancel an order contact our Sales team by email or by phone, Please ensure you have you order number to hand and include the order number and the date the order was placed in all correspondence. An order can be cancelled once placed, if the order has not been dispatched with our couriers.
If your item has already been dispatched or processed with our couriers please be aware that we will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted.
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, he will be happy to refund a product. Please see our refund policy contained in our Terms and Conditions.
Returning your items to one of our stores
Simply take the delivery note and invoice you received with your delivery and the product you wish to return to a store and tell the sales assistant you bought it online.
Exception: if the product you wish to return was despatched directly from a third party supplier (highlighted on the delivery note) or is a personalised product it cannot be returned to Farm and Pet Place stores. Please follow the return instructions on your delivery note or contact our sales team if in doubt.
Sending your items back to us
If you would like to arrange a collection from our courier please contact our sales team)
Please include your Delivery note and invoice with your return and note on this the reason for return. Return the item to:
Farm and Pet Place Ltd
Sales Office
Bromfield Industrial Estate
Woodlands Crossing
Mold
CH7 1JL
Exception: we regret that personalised products that are especially made or ordered with your choice of name, fabric, message or other customised aspect cannot be returned or refunded unless they are defective.
Please note we will refund the price of the item to the purchaser once it is received by us. A refund of the delivery charge will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.
To ensure that your refund is processed as quickly as possible, please follow the procedures below:
Return the product in its original packaging; Pack the product to avoid damage during returns transit; Include your despatch note or your name, address, and phone number, order number and whether you require a refund or a replacement.
Refund policy
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product, providing (in the case of any non-defective products) it is in a fully resalable condition within 28 days of purchase. Returned items should be in original, undamaged packaging. “Please see below for exceptions to this policy”
If the product returned is not in a fully resalable condition or the packaging is damages, we reserve the right to refuse a refund on the item. This does not affect your statutory rights.
Exceptions: we are unable to refund products that are especially made or ordered with your choice of name, fabric; message or other customised aspect cannot be returned or refunded unless they are faulty.
Faulty returns
In the unlikely event that you receive a faulty item, please contact our sales team on 0845 073 9610 for details on repair, refund or exchange.
Should you feel that an issue has not been resolved to your satisfaction, please let us know by contacting our sales team on 0845 073 9610 between 7am and 9pm Monday – Friday or 9am – 6pm Saturday and Sunday. Should you remain dissatisfied please write to the Sales Director at Farm and Pet Place Ltd, London House, Ancaster Square, Llanrwst, LL26 0LD.
