At Pet Necessity Limited, we understand that sometimes you may need to return or cancel an item you've purchased. This policy explains how returns, cancellations and refunds work for orders placed with us online. It does not limit your statutory rights under UK consumer law.
Please contact us before sending anything back so we can confirm the best return method and help resolve the issue as quickly as possible.
Change-of-mind cancellations
For most online purchases, you have the right to cancel your order without giving a reason by telling us within 14 days of receiving your goods. You then have a further 14 days to return the goods after telling us you wish to cancel.
To be eligible for a change-of-mind return, goods must be returned in the same condition that you received them, unused, complete and in their original packaging. You may inspect goods as you would in a shop, but we may reduce your refund if goods have been handled beyond what is necessary to establish their nature, characteristics and functioning.
To cancel, email us at hello@petnecessity.co.uk with your name, order number, the goods you wish to cancel and a clear statement that you wish to cancel.
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 non-returnable goods
Some goods cannot be returned for change-of-mind reasons unless they are faulty, not as described or otherwise fail to meet your statutory rights. This includes perishable goods and goods that are unsuitable for return for health protection, hygiene or safety reasons once opened or unsealed.
This means we cannot accept change-of-mind returns for pet food, treats, supplements, chews, frozen or chilled items, short-dated items or other consumable products where they are perishable, have been opened or unsealed, the seal has been broken, or the goods are no longer suitable for resale for health, hygiene or safety reasons.
This does not affect your rights if an item is faulty, damaged, incorrect, not as described or unfit for purpose.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged, incorrect, not as described or unfit for purpose, please contact us as soon as possible with your order number and clear photos where helpful. We will arrange an appropriate remedy in line with UK consumer law, which may include a refund, repair, replacement or partial refund depending on the circumstances.
If goods are faulty or incorrect, we will not require you to pay the reasonable cost of returning them.
Shipping costs
For change-of-mind returns, you are responsible for the cost of returning the goods to us unless we have agreed otherwise. We recommend using a trackable delivery service because you are responsible for the goods until they reach us.
If you cancel your whole order within the cancellation period, we will refund the price paid for the returned goods and the standard outbound delivery charge you paid, if any. If you chose a premium delivery service, we only need to refund the cost of our standard delivery option. We do not refund return postage for change-of-mind returns.
Return address
To return an item, please send it to the following address:
PET NECESSITY LIMITED
Eh20 Business Centre Room 212
6 Dryden Road
Loanhead
Midlothian, Scotland
EH20 9LZ
Please include your order confirmation email with your return and a note detailing the reason for the return. We may ask for a receipt, order confirmation or other proof of purchase to process your return.
Refund process
For change-of-mind cancellations, we will process your refund within 14 days of receiving the goods back from you or, if earlier, within 14 days of receiving evidence that you have sent the goods back. If no goods were supplied or the goods do not need to be returned, we will process the refund within 14 days of your cancellation.
Refunds will be made using the same payment method you used for your order, unless we agree otherwise. Your bank or payment provider may take additional time to show the refund as cleared funds.
Contact
If you have any questions about our return policy, please don't hesitate to contact us at hello@petnecessity.co.uk. We're always happy to help!