All items must be returned ‘as sold’ – in a resalable condition, unworn, in original packaging and with all swing tickets/tags attached. If a returned item fails to meet these requirements then we reserve the right to refuse their return. When returning an item for a refund or exchange we are unable to reimburse your postage costs for the item being returned to us. However, when returning items for an exchange, we will send the new item back to you at no additional charge.
PERSONALISED AND MADE TO ORDER GOODS
Personalised and made to order products cannot be returned, refunded or exchanged unless faulty, so please check items immediately on delivery. My Pet Gift Box works hard to make the highest quality products are supplied, however, now and again defects may happen during manufacture.
For damaged\faulty items, you must us within 48 hours of delivery via email at firstname.lastname@example.org. You must return items unused, in a saleable condition and with the original packaging that you received them with (with any labels still attached). You should use a ‘signed for’ delivery method and obtain proof of postage.
When returning item(s) from outside the UK we will issue a refund for those item(s) once received and processed by our returns team. If you wish to re-order alternative sizes or products, please do so by placing a new order online. When returning an item for an exchange or refund we are unable to reimburse the return postage charge.
FAULTY / DEFECTIVE GOODS
If the product has been used for its intended purpose and the manufacturers recommended cleaning instructions have been followed, any fault will generally appear within the first three months after purchase. For this reason, you may return any faulty item up to three months after the date of purchase. Products will be professionally inspected and where necessary passed onto the manufacturer before a judgement is made.
If the damage to the product is deemed accidental or natural wear and tear then the item will be returned to the customer. If the inspection reveals any fault of the manufacturer then you will be offered an exchange or full refund. If a product is deemed faulty, we will also reimburse you with reasonable postage costs should a receipt be included.
In certain circumstances, providing the product does not show excessive wear or neglect, a product may still be deemed defective three months after purchase. In this instance you may return the product for a thorough inspection. Such items may take longer to inspect as communication with the manufacturer may be required. Unfortunately, after this period of time, any products that are sent back to us for an inspection are done so at the customers own risk. We can not guarantee to be able to offer any refund or replacement on products returned to us after this period of time.
We evaluate each returned faulty product professionally and as quickly as possible with an aim to keep every customer satisfied with the highest level of customer service possible. Please note, all faulty items must be clean, dry and free from dirt and mud and we reserve the right to refuse to inspect any item if they are deemed to be too dirty or wet.