Refund policy
REFUND POLICY
Last Updated: 23/10/24
At Our Pet Village LTD, we aim to ensure that our customers are satisfied with their purchases. Whether you shop with us online or in-store, we are committed to offering fair and clear policies to address returns and refunds. Please read our Refund Policy carefully to understand your rights and how we handle returns, exchanges, and refunds.
Online and In-Store Purchases:
Our return policy applies to purchases made both online at www.ourpetvillage.com and in our physical store. We provide a 14-day return window from the date of purchase for both types of transactions.
Eligibility for Returns
To be eligible for a return:
- Items must be unused and in the same condition that you received them.
- Items must be in their original packaging.
- You must have the receipt or proof of purchase.
Items that cannot be returned include:
- Perishable items, such as pet food, treats, and supplements.
- Gift cards.
- Personalised or custom-made products.
- Sale or clearance items (these are final sale and cannot be refunded).
- Used Pet Toys. Please keep in mind the strength and size of your furry or feathered friend, as we cannot refund damaged or used toys. No toy is indestructible.
- Cages. Any cage damages caused through transit must be reported within 24 hours of delivery.
Online Purchases:
For online purchases, if you wish to return an item, you must contact us within 14 days of the delivery date. To initiate a return, please email us at hello@ourpetvillage.com with your order number, details of the item you want to return, and the reason for the return. We will provide you with further instructions on how to return the item.
You will be responsible for paying the return shipping costs, unless the return is due to a product defect or an error on our part. Return shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
In-Store Purchases and Returning In Store:
For online and in-store purchases you wish to return in-store, simply bring the item(s) you wish to return to our physical store at the following address: Pet Village, Colchester Rd, Elmstead Market, Colchester CO7 7DZ
Please ensure that you have your original receipt or proof of purchase. You must return the item within 14 days of purchase.
Refunds
Once we receive and inspect your returned item (for both online and in-store purchases), we will send you an email or notify you in-store about the status of your refund.
- If your return is approved, a refund will be processed, and the credit will automatically be applied to your original method of payment within 7–10 business days.
- Online refunds will be credited back to the original payment method used during the purchase (credit card, PayPal, etc.).
- In-store refunds will be processed to the original payment method or in the form of store credit if you prefer.
Please note that shipping costs (if applicable) are non-refundable, unless the return is due to our error (e.g., wrong or defective item sent).
Exchanges
If you would like to exchange an item, please contact us at hello@ourpetvillage.com or visit our store. We will assist you in exchanging your product for the same item, subject to availability. If the desired product is not available, we can offer you a refund or store credit.
Damaged or Defective Items
If you received a damaged or defective item, we sincerely apologise. Please contact us immediately at hello@ourpetvillage.com or visit our store with details and photos of the damage. We will arrange a replacement or issue a refund based on the circumstances.
Late or Missing Refunds
If you haven’t received a refund yet:
- First, check your bank account or credit card statement again.
- Contact your credit card company or bank. It may take some time before your refund is officially posted.
- If you’ve done this and still have not received your refund, please contact us at hello@ourpetvillage.com.
Return Exceptions
Items that cannot be returned include:
- Perishable items: Pet food, treats, supplements, etc.
- Gift cards.
- Personalised or custom-made products.
-
Sale or clearance items (final sale).
- Bird Cages: Once unboxed, cages can't be returned to help prevent bird diseases spread. If a cage is damaged the part or entire cage could be replaced; depending on availability & scale, however we should be notified of this within 24 hours of receiving your cage.
- If you need help deciding on a cage call 01206326360 and we will help you by going through all available options for your birds specific needs.
Contact Us
If you have any questions about our Refund Policy, feel free to contact us:
- Email: hello@ourpetvillage.com
- Phone: 01206 326360
- Address: Colchester Rd, Elmstead Market, Colchester CO7 7DZ
