Warranty & Returns Policy

Introduction

At Rutland Pet Supplies, customer satisfaction is important to us. We strive to provide high-quality products and excellent service. This Warranty & Returns Policy outlines your rights and our procedures regarding returns, refunds, replacements, and warranty claims.

Please read this policy carefully before making a purchase.

Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and other applicable UK consumer protection laws.

If a product is faulty, not as described, or unfit for purpose, you may be entitled to a repair, replacement, or refund.

Returns Eligibility

You may return eligible items within 14 days of delivery provided that:

The item is unused and in its original condition.
The item remains in its original, unopened packaging.
Proof of purchase is provided.
The product is not excluded from return under this policy.

We reserve the right to refuse returns that do not meet these requirements.

Non-Returnable Items

For health, hygiene, and safety reasons, the following items cannot usually be returned unless they are faulty or supplied incorrectly:

Opened pet food
Opened treats or supplements
Animal bedding that has been opened or used
Perishable products
Custom or special-order items
Products damaged through misuse, neglect, or improper storage

Damaged, Faulty or Incorrect Products

If you receive an item that is:

Damaged during delivery
Faulty
Defective
Incorrectly supplied

please contact us within 48 hours of delivery.

To help us resolve the issue quickly, we may request:

Your order number
A description of the issue
Photographs of the product and packaging

Where appropriate, we may offer:

A replacement product
A repair
A full or partial refund

Change of Mind Returns

If you change your mind after receiving your order, you may request a return within 14 days of delivery, subject to the eligibility requirements outlined above.

Customers are responsible for return shipping costs unless:

The item is faulty;
The item was damaged during delivery; or
We supplied the incorrect product.

Refunds will be processed once the returned item has been inspected and approved.

Refunds

Approved refunds will be issued to the original payment method used when placing the order.

Please allow up to 10 business days for the refund to appear in your account after processing, depending on your payment provider.

Original delivery charges may not be refundable unless the return is due to our error or a faulty product.

Product Warranties

Certain products may be supplied with a manufacturer's warranty.

Where a manufacturer's warranty applies:

Warranty terms are determined by the manufacturer.
Warranty periods may vary between products.
Proof of purchase may be required when making a warranty claim.

Please retain your receipt or order confirmation for warranty purposes.

Warranty Exclusions

Warranty coverage generally does not apply to:

Normal wear and tear
Accidental damage
Misuse or abuse
Improper installation or assembly
Failure to follow manufacturer instructions
Damage caused by pets, animals, or environmental conditions beyond normal use

Specific exclusions may vary according to the manufacturer's warranty terms.

Return Process

To request a return or warranty claim, please contact us before sending any items back.

Please include:

Your full name
Order number
Product details
Reason for return
Supporting photographs (if applicable)

We will provide instructions regarding the next steps for your return or warranty claim.

Inspection of Returned Goods

All returned products are inspected upon receipt.

If a returned item does not meet the conditions outlined in this policy, we may:

Refuse the return;
Return the item to the customer; or
Issue a reduced refund where permitted by law.

Changes to This Policy

We reserve the right to update this Warranty & Returns Policy at any time.

Any changes will be published on this page with an updated revision date.

Contact Us

If you have any questions regarding returns, refunds, or warranty claims, please contact us:

Rutland Pet Supplies

Email: info@rutlandpetsupplies.com

Telephone: 07860 112 583

Website: https://rutlandpetsupplies.com