Returns and Refund Policy

Thank you for shopping at Hawthorn Pet And Animal Supplies

If you are not entirely satisfied with your purchase, we're here to help.

Returns & Refunds (Online Orders).

  • You have 7 days from the date of placing an order to tell us you wish to
    return it.
  • The item you are wishing to return must be unused and in the same condition as you received it.
  • You must supply proof of purchase e.g. your order reference, reciept or invoice.
  • We must receive the returned item within 7 days of the order being placed. Orders cancelled or received by us outside of this timescale may forfeit the right to a refund.
  • You will be responsible for the cost of returning the item.
  • A refund will be given when we have received and checked the item.
  • You will be advised when we have made the refund although the speed of this will depend on your cardholder's policies.
  • You have 7 days to cancel then 7 days to get it back to us.
  • As the food products we supply are perishable, time is crucial and final decisions will be made by our staff regarding your eligibility for a refund, so please contact as soon as possible to prevent delays in this process.
  • Any orders cancelled or returned through no fault of our own (change of mind or change of circumstances etc.) may incur a 5% fee to cover payment transactions and administration costs.
  • Any refunds will be issued in the payment form used to buy the product.

Returns & Refunds (In Store Purchases).

  • If you aren’t completely happy with your purchase you can return it within 7 days, but you must provide a proof of purchase.
  • The items to be returned must be in the same condition it left the store. For example, still in the same box/bag/packaging and must be unused or unopened and with any tags/security tags still in place.
  • If the product was purchased in store, then it is down to the customer to return the product to the store. If the product was delivered by us in one of our vans, we will arrange to collect/swap the product at our earliest convenience.
  • As the food products we supply are perishable, time is crucial and final decisions will be made by our staff regarding your eligibility for a refund, so please contact as soon as possible to prevent delays in this process.
  • As the food products we supply are perishable, time is crucial and final decisions will be made by our staff regarding your eligibility for a refund, so please contact as soon as possible to prevent delays in this process.
  • You can return any non perishable products within 7 days, but please be aware that you must provide a proof of purchase.
  • Any products that are faulty or damaged must be reported before being opened or used, and returned to us in store with a proof of purchase.
  • Any refunds will be issued in the payment form used to buy the product.

 

Delivery

We endeavour to provide the best delivery service possible, We have our own fleet of delivery vehicles and drivers to provide daily deliveries to the local area. We have also established a national delivery service using our carefully selected courier partners. Of course, there are occasions where things to not go to plan. By using our delivery options you are agreeing to the below conditions.

  • We cannot guarantee times of deliveries but we will strive to deliver your order on the agreed-upon date.
  • We strongly encourage you to specify what to do with your items if you are not in at the time of delivery. This will allow us to ensure your parcel is kept safe until you receive it. If you do specify an option for this then once the items have been delivered to your specified option then the items become your responsibility. This means that if the parcel goes missing after the delivery is complete then you are not eligible for a refund as we have completed our part of the agreement. If you choose not to specify this option then our drivers may choose to leave the parcel in a sensible safe place or with a neighbour. In this scenario, our agreement with you is not completed until you receive your parcel.
  • In the scenario that we need to redeliver an item, it may be that we cannot redeliver until the next delivery day for your area. In some instances, we may make special arrangements to get the order to you sooner, but this is at our discretion and will be judged based on the case.

For more information about our delviery service please see our Delivery Page

Contact Us

If you have any questions on how to return your item to us, contact us.

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