At Pet Necessity Limited, we understand that sometimes you may need to cancel an order or return an item you've purchased. This policy explains how cancellations, returns, refunds and exchanges work for orders placed with us online.
Nothing in this Returns Policy limits or excludes your statutory rights under applicable consumer law.
Pet Necessity Limited is the seller for purchases made through this Website. This Returns Policy is Pet Necessity Limited's policy and applies to returns, refunds and exchanges relating to purchases made from us.
Where a product is manufactured, branded or supplied by a third party, including KONG, that third party is not the seller of your purchase from Pet Necessity Limited. Its own returns, refund or exchange policies do not apply to your transaction with us.
Please contact us before sending anything back so that we can confirm the appropriate return method and help resolve the matter as quickly as possible.
Change-of-mind cancellations
For most goods purchased online, you have a legal right to cancel without giving a reason by telling us within 14 days after the day on which you receive the goods.
If an order contains multiple goods delivered separately, the cancellation period will normally run from the day after you receive the last of those goods where the applicable consumer rules provide for this.
After telling us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after the day on which you notified us of your cancellation.
Goods should be returned complete and, where reasonably possible, with any original packaging, accessories and documentation supplied with them.
You may handle and inspect goods as you would reasonably be permitted to do in a shop. If goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may make an appropriate deduction from your refund for any resulting reduction in value where permitted by law.
To cancel, contact us at hello@petnecessity.co.uk or by telephone on 0131 202 2307. Please provide your name, order number, details of the goods you wish to cancel and a clear statement that you wish to cancel the purchase.
Model cancellation wording
To Pet Necessity Limited, EH20 Business Centre, Room 212, 6 Dryden Road, Loanhead, Midlothian, Scotland, EH20 9LZ, hello@petnecessity.co.uk:
I hereby give notice that I cancel my contract of sale for the following goods: [insert goods]. Ordered on: [insert date]. Received on: [insert date]. Name: [insert name]. Address: [insert address]. Date: [insert date].
Food, treats and other exclusions
The statutory right to cancel does not apply to every type of product. Certain goods are excluded from change-of-mind cancellation rights where provided by law.
Depending on the nature of the product, this can include goods that are liable to deteriorate or expire rapidly, and sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed.
This may apply to certain pet foods, treats, supplements, chews, frozen or chilled products and similar consumable goods, depending on their nature, condition and whether any relevant seal has been broken.
We may therefore be unable to accept a change-of-mind return for a consumable or hygiene-sensitive product where the legal cancellation exception applies.
These exclusions do not affect your statutory rights where an item is faulty, damaged, incorrectly supplied, not as described, unsafe or otherwise fails to meet the standards required by applicable consumer law.
Faulty, damaged or incorrect items
Goods supplied by Pet Necessity must meet the standards required by applicable consumer law, including requirements relating to satisfactory quality, fitness for purpose and conformity with their description.
If an item arrives faulty, damaged, incorrect, not as described or otherwise fails to meet your statutory rights, please contact us as soon as reasonably possible.
Please provide your order number and details of the problem. We may ask for photographs or other reasonable information where this will help us assess the issue.
We will provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances and your statutory rights, this may include a refund, repair, replacement or price reduction.
Where goods are faulty, damaged or incorrectly supplied and a return is reasonably required, we will not require you to bear the reasonable cost of returning those goods.
Shipping and return costs
For a change-of-mind cancellation, you are responsible for the direct cost of returning the goods to us unless we have agreed otherwise or applicable law requires us to bear that cost.
We recommend using an appropriate tracked or otherwise reliable delivery service when returning goods. You are responsible for ensuring that returned goods are sent back safely.
If you cancel an entire eligible order within the statutory cancellation period, we will refund the price paid for the returned goods together with the standard outbound delivery charge paid for that order, where applicable.
If you selected a delivery method that was more expensive than the least expensive standard delivery option we offered, we are not required to refund the additional cost of that premium delivery service.
Return postage for a change-of-mind return is not normally refunded unless we have agreed otherwise.
Return address
Unless we provide you with different return instructions, returns should be sent to:
PET NECESSITY LIMITED
EH20 Business Centre, Room 212
6 Dryden Road
Loanhead
Midlothian
Scotland
EH20 9LZ
Please include sufficient information for us to identify your order, such as your name and order number.
Where possible, please include a copy of your order confirmation or a note explaining the reason for the return.
Refund process
For an eligible change-of-mind cancellation involving returned goods, we will make the refund without undue delay and no later than 14 days after the day on which we receive the goods back.
If you provide evidence that you have returned the goods before we receive them, we will make the refund no later than 14 days after the day on which we receive that evidence, where the applicable cancellation rules provide for this.
Where there are no goods to return, we will make the refund within the period required by applicable law following cancellation.
Refunds will normally be made using the same payment method used for the original transaction unless you expressly agree otherwise.
Once we have issued a refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.
Exchanges
We do not operate a separate advance exchange service for change-of-mind returns.
If you would like a different product, colour or size, you may return an eligible item in accordance with this Returns Policy and place a new order for the product you require.
Where an item is faulty, damaged, incorrect or not as described, a replacement may be one of the remedies available depending on the circumstances and your statutory rights.
Any exchange or replacement arrangements relating to goods purchased through Pet Necessity are handled by Pet Necessity Limited and not by KONG or any other third-party brand owner.
Contact us
If you have any questions about a cancellation, return, refund, replacement or exchange, please contact Pet Necessity Customer Service:
- Email: hello@petnecessity.co.uk
- Telephone: 0131 202 2307
- Return address: Pet Necessity Limited, EH20 Business Centre, Room 212, 6 Dryden Road, Loanhead, Midlothian, Scotland, EH20 9LZ