Refund and Returns Policy
At nae petplates.co.uk, we want you and your pet to be completely satisfied with your purchase. If for any reason you are not happy with your order, please review our Refund and Returns Policy below.
1. Returns Process
If you wish to return an item, you have 14 days from the date of delivery to return it to us. To initiate a return, please follow these steps:
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Contact Us: Send an email to petplatesofficial@gmail.com with your order number and the reason for the return.
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Return Authorisation: We will provide you with a return authorisation number and instructions on how to return the item.
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Return Shipping: Customers are responsible for return shipping costs, unless the item is faulty or incorrect.
2. Refunds
Once we receive your returned item, we will inspect it to ensure it is unused, in its original packaging, and in a resealable condition. If it meets these criteria, we will process your refund.
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Refunds will be issued to the original payment method.
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Refunds may take up to 7-10 business days to reflect in your account.
3. Non-returnable Items
The following items are non-returnable:
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Custom or personalised products
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Perishable items (such as food or treats)
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Items that have been used or damaged
4. Exchanges
If you would like to exchange an item for a different size or product, please contact us within 14 days of receiving your order. We will assist you with the exchange process. Customers are responsible for any shipping fees associated with the exchange.
5. Faulty or Incorrect Items
If you receive an item that is faulty or incorrect, please contact us immediately at petplatesofficial@gmail.com. We will arrange for the item to be returned and either refunded or replaced, based on your preference.
6. Delivery Charges
Delivery charges are non-refundable unless the item is faulty or incorrect. If you receive a refund, the cost of return shipping will be deducted from the refund amount, unless the item is defective or incorrect.