Refund policy

As per the UK Distance Selling Regulations; if you would like to return an item for a refund, then you need to tell us within 14 days of receiving the goods. Then, you have another 14 days to return the goods to us once we have received written communcation that this is what you would like to do.

Finally, UK regulations state that you must get your refund within 14 days of us having received the goods back. However, we always try to do this much quicker!!

Please note that your entitlement to a refund does not include a refund of the delivery charges (except in the case of a defective product). Furthermore; the delivery costs for returning the goods to us are your responsibility and will only be reimbursed by us in the case of faulty or damaged goods. All orders are checked thoroughly for faults or damage prior to dispatch.

 

How to return items to us

To be eligible for a refund (excluding faulting items), your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservices@havelinspetcare.co.uk

You can always contact us for any return question at customerservices@havelinspetcare.co.uk.


Damages & Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We will examine the returned product(s) and will notify you of your entitlement to a refund via email within a reasonable period of time. Unfortunately, we cannot make a refund for goods that have been opened or used or damaged or worn by you after receipt. In such cases, we reserve the right to refuse to accept such item(s) and to return the same to the purchaser without refund.

If you are returning products to us because of a defect you will be entitled to a full refund (including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us) or replacement. The faulty or damaged product must be returned to, and received by Havelins Petcare Limited before the refund or replacement can be issued.

Please note that the products are your responsibility until they reach us. We recommend that you send the goods using a delivery company that insures you for the value of the goods.

 

Faulty Goods Or Quality Issues

If goods (non foodstuffs) are found to be faulty, then please take photos and send them to: customerservices@havelinspetcare.co.uk; quoting the order number & document reference number. If the item requires returning, we will advise the best way of doing this. Please see our Returns Policy for further information. 

In case of foodstuffs, any quality issues or packaging failures, photos are required to illustrate the complaint. Please email these, with the batch number (required) and best before information, to customerservices@havelinspetcare.co.uk ;quoting the order number & document reference number. This information is necessary to enable us to report the issue to the manufacturer on your behalf. If the item requires returning, we will advise the best way of doing this.

This does not affect your statutory rights.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.