Refund policy

Welcome to Doolittles Pet Stores. We strive to ensure customer satisfaction with every purchase. This Return & Refund Policy outlines the conditions under which returns and refunds are accepted.

By placing an order with us, you agree to the terms described below. This policy does not affect your statutory rights under applicable UK consumer protection laws.

1. RETURN ELIGIBILITY

We offer a 30-day return window from the date of delivery.

To be eligible for a return:

• The item must be unused and in its original condition
• The item must be returned with its original packaging, tags, and accessories where applicable
• The item must not be damaged due to misuse, neglect, or improper handling after delivery
• Proof of purchase or an order number may be required

Returns that do not meet these conditions may be rejected, except where otherwise required by applicable law.

2. RETURN WINDOW

• Customers have 30 days from the delivery date to request a return
• Return requests submitted after this period may not be accepted
• We recommend contacting us as soon as possible if you wish to return an item

3. RETURN SHIPPING RESPONSIBILITY

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, faulty, or incorrect item, we will provide a prepaid return shipping label at no additional cost where a return is required.

Change-of-Mind Returns

If you return an item because you have changed your mind, you will generally be responsible for the return shipping costs unless otherwise required by applicable consumer protection laws.

4. RESTOCKING FEE

We do not charge a restocking fee.

Restocking Fee: 0%

5. HOW TO INITIATE A RETURN

To request a return, please follow these steps:

1. Contact us at support@doolittlespetstores.com
2. Provide your order number
3. State the reason for the return
4. Attach clear photographs where applicable

Our support team will review your request and provide further instructions.

Please do not return an item without contacting us first, as unauthorised returns may not be accepted or correctly processed.

6. REFUND PROCESS

Once your returned item has been received and inspected:

• You will be notified whether your refund has been approved
• Approved refunds will be processed within 14 business days
• The refund will be issued to the original payment method used for the purchase

The time required for the refund to appear in your account may vary depending on your bank or payment provider.

7. REFUND CONDITIONS

Refunds may be issued when:

• The item meets the applicable return eligibility requirements
• The item is received in an acceptable condition
• The return complies with this policy

A partial refund or no refund may be issued for:

• Used or damaged items
• Items damaged after delivery due to misuse or improper handling
• Items returned without their original packaging, tags, or accessories where applicable
• Returns that do not comply with this policy

These conditions do not limit any rights or remedies available under applicable UK consumer protection laws.

8. NON-REFUNDABLE ITEMS

Subject to applicable consumer protection laws, returns or refunds may not be accepted for:

• Pet beds that have been used, washed, damaged, or show signs of pet use
• Pet toys that have been used, chewed, damaged, or show signs of wear after delivery
• Pet clothing that has been worn, washed, altered, or damaged after delivery
• Pet harnesses, collars, and leads that have been used, adjusted, modified, or damaged after delivery
• Items returned without their original packaging, tags, or included accessories where applicable
• Items returned after the applicable return period
• Products damaged due to misuse, neglect, improper storage, or improper handling after delivery

This section does not apply where an item is faulty, not as described, or where the customer is otherwise entitled to a remedy under applicable law.

9. DAMAGED OR DEFECTIVE ITEMS

Please inspect your order when it is delivered.

If you receive a damaged, faulty, defective, or incorrect item, contact us as soon as possible:

Email: support@doolittlespetstores.com

Please provide your order number, a description of the issue, and clear photographs where possible.

We will review the matter and provide an appropriate resolution, which may include a replacement, exchange, repair, or refund, depending on the circumstances and applicable law.

10. ORDER CANCELLATIONS

Orders can generally only be cancelled before they have been processed.

Once an order has been processed or shipped, cancellation may not be possible. Please contact us immediately if you wish to cancel an order.

Any applicable statutory cancellation rights remain unaffected.

11. EXCHANGES

We may offer an exchange when:

• An item arrives damaged
• An item is defective or faulty
• An incorrect item has been supplied

Please contact our support team before returning an item so that we can provide the appropriate instructions.

12. LATE OR MISSING REFUNDS

If you have not received an approved refund:

• Check your bank account again
• Contact your bank or payment provider
• Allow for any additional processing time required by your financial institution

If you have completed these steps and still have not received your refund, please contact us for assistance.

13. CONTACT INFORMATION

For return and refund enquiries, please contact us:

Business Name: Doolittles Pet Stores
Business Email: support@doolittlespetstores.com
Business Phone: +44 1773 880742
Business Address: 21 Strutt St, Belper, DE56 1UN, United Kingdom

IMPORTANT NOTICE

• Returns require prior communication with our support team
• Customers are generally responsible for return shipping costs for change-of-mind returns
• Keep proof of return shipment for your records
• Ensure returned items are securely packaged to prevent damage during transit
• This policy does not affect your statutory rights under applicable UK consumer protection laws