Politique de remboursement
At Smarter Pet Care, we do not accept returns or exchanges unless the product is confirmed as faulty or damaged upon arrival. All sales are otherwise final.
Eligibility for a Return To be eligible for a return, all of the following must apply:
- The item is faulty or damaged (not simply unwanted)
- The item is unused, in its original condition and packaging, with tags attached
- The claim is submitted within 14 days of delivery
- Proof of purchase from smarterpetcare.co.uk is provided
- Written authorisation from our team has been obtained prior to returning
Non-Returnable Items We do not accept returns for unwanted items, change-of-mind purchases, items ordered in the wrong size or colour, used or opened items, or items returned without prior authorisation.
Hygiene Products Training pads, lick mats, feeding mats, and other hygiene-sensitive products cannot be returned once opened.
How to Report a Fault Email smarterpetcare@outlook.com within 14 days of delivery. Your claim must include all of the following — incomplete claims will not be processed:
- Your order number and proof of purchase from smarterpetcare.co.uk
- Clear photographs showing the fault or damage
- A written explanation of the reason for your claim (e.g. item arrived broken, incorrect item received, seam defective)
We respond within 2 business days. Claims submitted without photographs and a written reason will not be accepted.
Return Shipping Where a return is authorised, the customer is responsible for all return shipping costs using a tracked and insured service. Original outbound shipping costs are non-refundable.
Refunds Once an authorised return is received and inspected, refunds are processed within 5 business days and issued to the original payment method within 7–10 business days.
Your Statutory Rights Nothing in this policy affects your rights under the UK Consumer Rights Act 2015. For independent advice, contact Citizens Advice or Trading Standards.