Goods for return under stated product warranty
Pets Around The Clock honours all stated product warranties. Should you believe that a product that you have purchased from us has failed to perform under the terms and condition of the warranty we ask that you complete the 'contact us' form. Once you have completed the returns form, you will receive an email explaining how to forward the product to us.
Please note that all goods returned to us will be at your expense regardless of fault or reason. The exception is where you have either received an incorrect item or the item has arrived damaged. The 'contact us' form includes the option to attach a photo/image and you can use this option to send us an image if the product has arrived damaged.
We cannot accept COD returns (receivers pays) under any circumstances. Goods sent to us as COD or receiver pays will not be accepted or signed for. You must complete the 'çontact us' form and please provide as much detail on the fault as possible - sometimes a simple service of an item is needed and if required we can advise what to do.
Once a product being returned under warranty has been received back to us, please allow 2-4 weeks for us to process it. In the majority of cases, we cannot offer any instant replacements.
Once the product returned under warranty has been accessed, you will receive an email detailing the outcome. If the warranty claim is found to be genuine, we will either repair or replace the product at no charge. We will also cover the cost of freight/delivery back to you of the repaired or replaced product.
We do not believe that you should have to deal with the manufacturer of the product directly like some other online websites encourage. We are the company that has sold you the product, and we therefore pride ourselves on fixing any problems/queries directly with you the purchaser. Whilst we do not have an advertised telephone number, we do attempt to answer any email within 3 business days (often quicker). By not having the costs associated with running phone/call centres – we can keep our prices low and also freight costs to a minimum.
I have received a confirmation approval for returning my product – now what do I need to do ?
- Package – You will need to repack the product to ensure that it will travel safely and to prevent any further damage. We cannot be held to account if a product is received back to us with damage due to inadequate protection. Your email instructions would have stated to photograph the product prior to packing for return, so this should be the condition that we receive the product back in.
- We ask that any returned item is sent back in clean condition (where possible). If your return is an aquatic product such as a filter – please ensure that it is dry before sending back.
- What to include – include the product, copy of your receipt (not the original), a description of the fault or problem, your name and return address (as these could have changed since making your purchase).
- Labelling & addressing your return – Please mark your return clearly. You will need to attach the return confirmation authority to the outside of the carton as this will show your 'return number', your details and our delivery address for our logistics company. Failure to label your return correctly , could result in refusal of acceptance by our logistics company.
Please note that we cannot accept any COD returns, sending any return back under 'receiver pay' will cause delays in your item being processed as it will be refused and 'return to sender'.
Goods not suitable
At Pets Around the Clock, we always hope that the buyer is happy with the purchased product. We endeavour to provide as much detail about a product on this website and also try to ensure that the information and product image is accurate. Should the product purchased not be suitable, we do offer a returns system, however please note that return freight of the product to us is at the buyer's expense and can often be expensive. The product must also be packed in the original packaging, be in resellable order, be unused and returned clean. We do not cover insurance on product being returned, so you are also encouraged to take out parcel insurance to cover you if the product arrives back at our warehouse damaged. Returns for unsuitable goods must also be notified to us within 14 days of receipt of goods and returned to us within 30 days of the original transaction.
If you find your product unsuitable, please contact us via the 'contact us' form. Please provide details of the product, your order number and reason that the item is unsuitable. We will then contact you back usually within 3 working days and let you know the next step.
We are here to help and are only an email away.