Refund & Returns Policy
Effective Date: 1st January 2024
At Tyler-James Pet Supplies Ltd, we want you and your pets to be completely satisfied with your purchase. This Refund & Returns Policy explains when and how you can return items purchased from our website [insert website URL].
1. Your Right to Cancel (Consumer Contracts Regulations 2013)
- You have the legal right to cancel your order within 14 days of receiving your goods.
- To exercise this right, you must notify us in writing (email or letter) within the 14-day period.
- You then have a further 14 days to return the goods to us.
2. Conditions for Returns
- Items must be returned unused, unopened, and in their original packaging.
- Goods must be in a condition suitable for resale.
- Perishable items (such as opened pet food, treats, or products with an expiry date that has passed) cannot be returned unless faulty.
- Personalised or custom-made items are non-refundable unless defective.
3. Faulty, Damaged, or Incorrect Items
- If you receive a product that is faulty, damaged, or not what you ordered, please contact us within 7 days of delivery.
- We will provide a replacement or full refund, including any delivery charges, once we have inspected the returned product.
- Photographic evidence must be provided before we approve a return.
4. Refunds
- Refunds will be issued to your original payment method within 14 days of us receiving the returned goods.
- Original shipping costs are refundable only if the return is due to our error (e.g., incorrect or faulty item).
- You are responsible for return shipping costs unless the item is faulty or incorrect.
5. Exchanges
- Unfortunately, we do not currently offer direct product exchanges.
- If you wish to replace an item, please return the unwanted item for a refund and place a new order.
6. How to Return an Item
- Contact us at tylerjamespets@outlook.com with your order number and details of the item you wish to return.
- We will confirm the return process and provide you with a return address.
- Package the item securely and include your order details inside the parcel.
- Ship the parcel using a tracked delivery method (we cannot be held responsible for lost returns).
7. Contact Us
If you have any questions about this policy, please contact us at:
Tyler-James Pet Supplies Ltd
21 Leeds Road, Ilkley, LS29 8DP
Email: tylerjamespets@outlook.com
Phone: 01943 430015
