Delivery

We stock a large amount of products and aim to dispatch your order within 1-2 working days. In certain circumstances we may experience a stock shortage but will always let you know of the estimated delivery date if this is the case. We use Royal Mail for all items under 2 kg and for anything between 2 - 5 kg we use Royal Mail Tracked service. For 5 kg and above we use a 24 hour courier. Please note, your email address will be passed to the courier so they can notify you of the delivery information.

Returns Policy

Items will be refunded in full, providing they are returned in good condition, with their original packaging and within an 7 day period of you receiving the goods. We cannot accept any responsibility for the goods until they actually arrive back to us, so it is recommended you return the items by Recorded Delivery or another service which insures against loss or damage. Any postage/shipping costs incurred by you in returning the product to us, are non-refundable. Should any item be returned back to us in a condition which we deem has been damaged by your pet we will be unable to accept your request to cancel unless the item is faulty. All pet clothing/beds must be returned in perfect condition.

Before returning your item please click here to download our Customer Returns Form, complete and submit. We will match this up with your returned product when it is received by us.

Return Address; To return an item, please enclose a note giving the reason for the return along with your order number, wrap the package securely and send the package to the address below.

Heart Pet Supplies, Middle Chitterley, Silverton, Exeter, Devon, EX5 4BP

Missing Items

Rarely an item from your order may need to be shipped at a later date or refunded due to stock problems. We will always notify you if this is the case.

If any items have been missed from your order and we have not informed you please notify us within 7 days and we shall endevour to rectify the problem.

Damaged or Incorrect Goods

If your package arrives damaged please report it to us immediately by phone on 0845 867 0 537 or email customersevices@heartpetsupplies.co.uk. You must also report any damaged packages to the carrier at the time of receipt.

We cannot issue a refund for any damaged product, or carriage charges for that product, if both of these procedures have not been followed. We refund carriage costs only if the return is a result of our error.

Exchange / Refund

If upon receiving your order, you are dissatisfied for any reason whatsoever, please return your order along with a note explaining the reason for return and your request for the new product you would like to exchanged or a refund. Please ensure that the item is returned back to us within 28 days of the date the item is delivered to you.

You will be responsible for the cost of returning the item.

Cancelling an Order

You can cancel an order in full if it has not been dispatched. However if it is in the hands of our courier then please follow the returns procedure.

Should your order be returned back to us by our courier due to a refusal to accept the goods, non delivery caused by the incorrect address being given, or non collection of your goods from our courier we will recover our costs in the return of your order which will be charged at £10.00 per parcel.

Should you wish for us to collect the goods Heart Pet Supplies reserves the right to charge an uplift fee to cover the cost of employing a courier company to collect the item from the customer which is currently £10 per parcel.

Faults

Should you believe that your product has developed a fault we have the following terms in place to keep our process easy to follow.

We will be unable to repair/replace/refund any product until we have had the opportunity to inspect them to firstly validate the fault exists and then decide on the best course of action;

If you have had the product for less than 28 days

Should your item develop an inherent fault within 28 days then please in the first instance refer to the manufacturers warranty where applicable, or you may wish to contact our customer service team on 0845 867 0 537 and we will arrange for a repair or replacement to be carried out at no cost to you. You will only be entitled to a full refund if you return the product within 28 days from the date your goods were delivered.

Before we can replace, repair or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our carrier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge.

You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not faulty within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions above.

I have had the product for more than 28 days?

If you have had the product for more than 28 days you will be liable for the cost of returning the product back for inspection. Should the item be shown to not have any fault we will charge our costs for the postage and packing of your goods back to you. Should your item develop an inherent fault after 6 months and it does not come with a manufacturer warranty then it is for you the consumer to prove that the fault exhibited itself within the first 6 months.

We can not provide redress where the goods have been accidentally damaged, misused or where you have tried your own repair. For details of any guarantee that may be provided by the manufacturer in addition to your statutory legal rights please contact our customer service team on 0845 867 0 537.

Some products come with a one or two year guarantee whilst others have no free guarantee other than those which you are legally entitled to under the sale of goods act. Goods cannot always be expected to work fault free. They can break down through normal use. Consumers cannot, therefore, expect to hold us responsible for fair wear and tear. There needs to be a fault that was present on the day of sale even though it only became apparent later on.

You will be responsible for the cost of returning the item however we will send the replacement or repaired or replacement item back to you free of charge

On rare occasions where a replacement or repair may not be in your best interests we may agree to offering you an alternative product of equal value or a credit voucher for the value of the goods, at the discretion of the management.