Returns & Refunds
We want you to be happy with your purchase from Hills Pet Shop. If you need to return something or have a problem with your order, please get in touch and we'll be happy to help.
Your legal rights
Nothing in this Returns & Refund Policy affects your statutory rights under UK consumer law.
If a product is faulty, damaged, not as described or otherwise does not meet your legal rights, you may be entitled to a repair, replacement or refund.
Products purchased in a sale have the same statutory rights as products purchased at full price.
Changed your mind?
If you've bought something online and changed your mind, you normally have a legal right to cancel your order within 14 days of receiving your goods, without having to give a reason.
Once you've told us that you wish to cancel, you normally have a further 14 days to return the goods to us.
Please contact us before returning your item so we can confirm the return arrangements.
Items should normally be returned unused, in their original condition and with their original packaging where reasonably possible. You may inspect an item in the same way that you would reasonably be able to in a shop, but if it has been handled beyond what is reasonably necessary to establish its nature, characteristics or functioning, we may be entitled to make a deduction from your refund to reflect any resulting loss in value.
Pet food and perishable products
Certain products are exempt from the statutory cancellation right because of their nature.
This can include products that are perishable or liable to deteriorate or expire rapidly. For Hills Pet Shop, this may include:
- Raw pet food
- Frozen pet food
- Fresh or chilled pet food
- Other perishable food products
- Products which have deteriorated or expired after delivery
For sealed, non-perishable pet food and treats, please contact us if you wish to return them. We may accept returns where the product is unopened, unused and in its original condition.
This does not affect your legal rights where a product is faulty, damaged, incorrectly supplied or not as described.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty or you have received the wrong product, please contact us as soon as possible.
Where appropriate, we'll work with you to provide an appropriate solution, which may include a replacement, repair or refund, depending on the circumstances.
If your parcel has been damaged in transit, please contact us before disposing of the packaging or item where possible.
To help us investigate a damaged or incorrect delivery, we may ask you to provide photographs of:
- The product
- Any damage to the product
- The packaging
- The delivery label
Please do not return a faulty or damaged item directly to the manufacturer unless we specifically ask you to do so. Your purchase is with Hills Pet Shop and we'll deal with the issue for you.
How to arrange a return
Please contact us before sending anything back and provide:
- Your order number
- The item you would like to return
- The reason for the return
We'll then let you know what to do next and provide any return instructions that are appropriate for your order.
Email: info@hillspetshop.co.uk
Telephone: 01706 822133
Return postage
Unless an item is faulty, damaged, incorrectly supplied or otherwise does not meet your statutory rights, you are normally responsible for the cost of returning an unwanted item to us.
We recommend using a tracked delivery service and keeping your proof of postage, as we cannot be responsible for goods that are lost while being returned to us.
If an item is faulty, damaged, incorrectly supplied or otherwise does not meet your statutory rights, please contact us before returning it. Where we agree that the item needs to be returned, we'll arrange or reimburse reasonable return postage as appropriate.
Refunds
Once we receive your returned item, we'll inspect it where necessary and process any refund that is due.
For a valid statutory cancellation, we'll normally issue your refund within 14 days of receiving the returned goods, or, where applicable, within 14 days of receiving appropriate evidence that you've returned them.
Where you cancel a qualifying online order under your statutory cancellation rights, we'll refund the cost of the standard delivery service you originally paid for. If you selected a more expensive delivery option, we're only required to refund the cost of the standard delivery service.
Refunds will normally be made using the original payment method used for the order.
Sale and promotional items
Sale, clearance and promotional products are covered by the same statutory consumer rights as products sold at full price.
If a sale item is faulty, damaged, not as described or otherwise does not meet your statutory rights, you may still be entitled to a repair, replacement or refund.
For products that are not faulty, any applicable statutory cancellation rights continue to apply.
Click & Collect
If you've placed an online order and chosen Click & Collect, the same statutory rights apply to the products you purchase.
If you change your mind about a product, please contact us as soon as possible.
For perishable products such as raw or frozen pet food, cancellation rights may not apply because of their perishable nature.
If you've collected an item and subsequently discover that it is faulty, damaged or incorrect, please speak to a member of our team in store or contact us using the details below and we'll be happy to help.
Exchanges
Where appropriate, we may offer an exchange instead of a refund.
If you require a different size, flavour or product because you've changed your mind, please contact us first and we'll let you know what options are available.
Where an item is faulty, damaged or incorrectly supplied, we'll provide the appropriate remedy in accordance with your statutory rights.
Need help?
If you're unsure whether an item can be returned, please contact us before sending it back. We're an independent local pet shop and we're always happy to help resolve any problems with your order.
Hills Pet Shop
51–53 Bridge Street
Ramsbottom
BL0 9AD
01706 822133
info@hillspetshop.co.uk