RETURNS & REFUNDS POLICY – NATURAL K9’S GLASGOW
At Natural K9’s Glasgow, we want you and your pets to be completely satisfied. If an item isn’t quite right, we offer a straightforward return process in line with UK consumer law and Google’s merchant standards.
1. 30-Day Return Window
We offer a 30-day return window. You have 30 days from the date you receive your item to notify us of a return. This exceeds the UK legal minimum of 14 days to provide you with extra peace of mind.
2. Eligibility & Condition
To be eligible for a return, your item must be:
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Unused and in the same condition you received it.
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In the original packaging with all tags attached.
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Free from pet hair, odours, or signs of wear (for hygiene reasons).
3. Non-Returnable Items (Exemptions)
For health, safety, and hygiene reasons, we cannot accept returns on:
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Perishable Goods: Raw dog food and frozen products.
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Opened Consumables: Bags of treats or supplements with a broken seal.
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Personalised Items: Any goods made to your specific specifications.
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Services: Fees for Grooming or Microchipping are non-refundable once the service has been performed.
4. How to Start a Return
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Contact Us: Email support@naturalk9sglasgow.com with your order number.
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Approval: We will send you instructions and the return address (304 Tollcross Rd).
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Shipping: Please do not send items back without first requesting a return.
5. Return Shipping Costs
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Customer Change of Mind: The customer is responsible for the cost of returning the item.
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Faulty or Incorrect Items: If the item is defective or we sent the wrong product, Natural K9’s Glasgow will cover all return shipping costs. Please report damages within 48 hours of delivery.
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Restocking Fees: We charge £0 restocking fees for all eligible returns.
6. Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
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Approval: Refunds are processed within 7 working days to your original payment method.
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Late Refunds: If you haven’t received a refund yet, first check your bank account, then contact your credit card company, as it may take some time before your refund is officially posted.
7. Contact & Legal Information
Legal Entity: NATURAL K9S GLASGOW LTD (Company No. SC702541)
Registered Address: 304 Tollcross Rd, Glasgow, G31 4UR, UK
Phone: +44 141 482 9315 | Email: support@naturalk9sglasgow.com
