Refund policy

Welcome to D A Pet Supplies. We aim to provide quality products and a positive customer experience with every purchase. This Return & Refund Policy explains how returns, refunds, exchanges, and order cancellations are handled.

By placing an order with D A Pet Supplies, you agree to the terms outlined below. Nothing in this policy limits or excludes any statutory rights you may have under applicable UK consumer protection laws.

1. Return Eligibility

We offer a 30-day return period from the date of delivery, subject to applicable statutory rights.

To request a return under our standard return policy:

  • The item should be unused and in its original condition.
  • The item should be returned with its original packaging, tags, and accessories where applicable.
  • The item must not have been damaged through misuse, neglect, improper storage, or improper handling after delivery.
  • Proof of purchase or your order number may be required.

Returns that do not meet these conditions may be refused, except where applicable law provides otherwise.

2. Return Period

  • Customers should contact us within 30 days of delivery if they wish to return an eligible item.
  • Return requests submitted after this period may not be accepted under our standard return policy.
  • We recommend contacting us as soon as possible if you believe an item is faulty, damaged, incorrect, or otherwise does not meet the order requirements.

Your statutory rights remain unaffected.

3. Return Shipping Costs

Damaged, Faulty, Defective, or Incorrect Items

If you receive an item that is damaged, faulty, defective, or incorrect, please contact us promptly.

Where a return is required because of an issue for which D A Pet Supplies is responsible, we will provide appropriate return instructions and, where applicable, a prepaid return shipping label at no additional cost.

Change-of-Mind Returns

For standard change-of-mind returns, the customer will generally be responsible for the return shipping cost unless applicable UK consumer law requires otherwise.

4. Restocking Fee

D A Pet Supplies does not charge a restocking fee.

Restocking Fee: 0%

5. How to Request a Return

Before returning an item, please contact our support team:

Email: support@dapetsupplies.com
Phone: +44 1698 282143

Please provide:

  • Your order number
  • The item you wish to return
  • The reason for the return
  • Clear photographs where relevant, particularly for damaged, faulty, defective, or incorrect items

Our support team will review your request and provide the appropriate return instructions.

Please do not send an item back without contacting us first, as this may delay the processing of your return.

6. Refund Process

Once an eligible returned item has been received and assessed:

  1. We will review the returned item.
  2. We will notify you whether the refund has been approved.
  3. Approved refunds will normally be processed within 14 business days.
  4. Refunds will generally be issued to the original payment method used for the purchase.

The time taken for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.

Where applicable UK consumer law requires a different refund timeframe or process, the statutory requirement will apply.

7. Refund Conditions

A refund may be available where:

  • The return meets the applicable eligibility requirements.
  • The item is returned in an acceptable condition.
  • The return is made within the applicable return period.
  • The customer is otherwise legally entitled to a refund or other remedy.

For change-of-mind returns, the condition of the goods may affect the amount refunded where permitted by applicable law.

We may not be able to provide a full refund where an item has been unnecessarily used, damaged, or handled beyond what is reasonably necessary to establish its nature, characteristics, and functionality.

This does not affect your statutory rights in relation to faulty, defective, misdescribed, or otherwise non-conforming goods.

8. Items Subject to Hygiene, Use or Condition Restrictions

Subject to applicable UK consumer protection laws, certain products may be subject to return restrictions where they have been used, altered, damaged, or handled beyond what is reasonably necessary to inspect them.

Examples include:

  • Pet grooming products and tools that have been used, damaged, contaminated, or show clear signs of use.
  • Pet harnesses and leads that have been used beyond reasonable fitting, altered, damaged, or show significant signs of wear.
  • Pet feeding products and accessories that have been used, washed, damaged, or are no longer in a suitable condition for resale.
  • Interactive pet toys, puzzle toys, and treat-dispensing toys that have been chewed, damaged, heavily used, or show signs of wear after delivery.
  • Products returned without their original packaging, tags, accessories, or included components where their absence affects the condition or value of the product.
  • Items returned outside the applicable return or cancellation period, unless another legal right applies.
  • Products damaged through misuse, neglect, improper storage, modification, or improper handling after delivery.

Where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics, and functioning, D A Pet Supplies may make an appropriate deduction from the refund to reflect any reduction in value, where permitted by law.

9. Damaged, Faulty, Defective, or Incorrect Items

Please inspect your order after delivery.

If your order arrives damaged, faulty, defective, or contains an incorrect item, please contact us as soon as reasonably possible.

Email: support@dapetsupplies.com
Phone: +44 1698 282143

Please include:

  • Order number
  • Description of the problem
  • Clear photographs or other relevant evidence where possible

After reviewing the issue, we will provide an appropriate resolution based on the circumstances and applicable law. Depending on the situation, this may include a replacement, repair, exchange, refund, or another appropriate remedy.

10. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders may generally be cancelled before they have been processed or dispatched. Once an order has been processed or shipped, cancellation may no longer be possible through our standard cancellation process.

Where applicable UK consumer law provides a statutory cancellation or cooling-off right, those rights remain unaffected by this section.

11. Exchanges

Where appropriate, we may arrange an exchange for:

  • Damaged items
  • Faulty or defective items
  • Incorrect items supplied

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

12. Late or Missing Refunds

If an approved refund has not yet appeared in your account:

  1. Check your bank account or payment account again.
  2. Contact your bank or card provider.
  3. Check whether your payment provider requires additional processing time.

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

Email: support@dapetsupplies.com

We will review the status of the refund and assist you where possible.

13. Return Packaging

Customers are responsible for packaging returned goods appropriately where they are responsible for arranging the return.

Please:

  • Use suitable protective packaging.
  • Securely package the item to help prevent damage during transit.
  • Include any required accessories or documentation.
  • Keep proof of postage or return shipment until the return has been completed.

If an item is damaged during a customer-arranged return because it was inadequately packaged, this may affect the return assessment where permitted by law.

14. Statutory Consumer Rights

This Return & Refund Policy does not affect your statutory rights under applicable UK consumer protection legislation.

Depending on the circumstances, consumers may have legal rights relating to goods that are faulty, not as described, not fit for purpose, or otherwise do not conform to the contract.

Where a statutory right applies, it takes precedence over any conflicting provision of this policy.

15. Contact Information

For return, refund, exchange, or cancellation enquiries, please contact:

Business Name: D A Pet Supplies
Business Email: support@dapetsupplies.com
Business Phone: +44 1698 282143
Business Address: 37A Portland Pl, Hamilton, ML3 7JX, United Kingdom

Important

  • Please contact us before sending a return.
  • Customers are generally responsible for return postage for change-of-mind returns, where permitted by law.
  • Keep proof of return shipment until your return has been completed.
  • Package returned items securely.
  • This policy does not restrict any statutory rights available to consumers under applicable UK law.