DELIVERY & RETURNS POLICY
1. DELIVERY
Orders placed by 12.00 midday (Monday to Friday, excluding Public Holidays) will usually be despatched the same day and should be delivered within the mainland UK on the next or next but one working day. The cost of delivery may be added or included to Your order total before payment is taken. Delivery charge within the mainland UK will be clearly advised according to each order on check out. Overseas delivery charges will be more, but quoted and charged on a specific basis.
Delivery times are estimated only and dispatch may be slightly delayed so please allow up to 20 days at worst case. If We are unable to perform the whole or part of the order due to any cause or event beyond Our control We may by notice in writing to You cancel or suspend the order in whole or in part without liability. We may separately deliver any Goods in part, which make up Your whole order. Where We do so, You will only incur one delivery charge. We will not process your order until payment has been made in full.
Items out of stock will be indicated on the Website whenever possible.
2. TO MAKE A RETURN
If you wish to return an item purchased online, please email info@polygonpets.com to enable us to give you a returns authorisation number and address to make your return.
NB: Please note, gift / loyalty cards cannot be returned, exchanged or refunded - even if lost, accidentally destroyed or stolen.
Please see below for details on our refund and exchange policies.
3. CANCELLATION, RETURNS & EXCHANGES
Within the European Union: You may cancel an order up to 14 days from the day on which You receive the Goods. We ask that You notify Us of Your wish to cancel and receive a refund, exchange or store credit via info@polygonpets.com .
If You wish to return Goods to Us after the two-week period, We may, at Our sole discretion, be able to offer You an exchange or online credit. We are unable to accept returned Goods that We reasonably believe are not in a re-saleable condition or that have been used, unless the Goods were faulty or damaged when received. We regret that personalised orders for Goods made to Your specifications will not attract any right to cancel.
Once We receive Your email requesting a return We will be in touch with a unique Returns Authorisation Number, which We ask You to mark clearly on the exterior of the returning package and that You keep noted for future reference. You should then return any items within 14 days of receiving a Returns Authorisation Number, at Your own expense. Please ensure that all Goods returned are suitably packed and obtain proof of posting, as We cannot be held responsible for packages lost or damaged on return to us. We recommend that You insure any Goods returning to us. All Goods returned to Us must be complete with original receipt, in their original packaging and in an unused and re-saleable condition.
If You have ordered any service from Us You have 14 working days after the day that You place your order in which to cancel. However Your right to cancel any service ends when Our performance of the service starts even if that is within Your cancellation period.
In the case of cancelled orders, payments will be refunded within thirty days and in accordance with the Consumer Contracts Regulations 2013.
If You return an order in full for a refund, We will refund the original shipping charge to You. Should You return part of Your order for refund or exchange, We will not refund the original shipping charge.
Please note that, if You return Goods that were ordered by another person, any refund due will be made to the person who placed the order.
Outside the European Union: You may return to Us any Goods that You have ordered for exchange or refund within fourteen days of the day on which You receive the Goods. If You wish to do so, You will have to return any items at Your own expense. We will be unable to refund the original shipping cost that was charged to You when the order was placed (unless You are returning the order in its entirety and all the Goods ordered were faulty or not as ordered in which case We will refund the original shipping charge). In addition, We will charge You a further amount that will be advised to You if You ask Us to ship Goods to You as an exchange unless the Goods that were originally supplied to You were faulty or not as ordered. Please obtain proof of posting as We cannot be held responsible for packages lost on return to us. All Goods returned to Us must be unused, in their original packaging and in re-saleable condition. If You have ordered any service from Us You have seven days from the day that You place Your order in which to cancel. However Your right to cancel any service ends when Our performance of the service starts even if that is within Your cancellation period. In the case of Goods returned for refund, payments will be refunded within thirty days of Our receiving the Goods in good condition. Alternatively, should any Goods be unsuitable, We are happy to exchange them or to offer store credit. Should You wish to return any Goods for exchange, refund or store credit, You must complete this short form in the first instance in order that We may issue a returns authorisation number. We regret that Goods made to Your specifications may not be returned unless they are faulty. We are unable to refund gift wrapping charges.
Please ensure that all Goods returned are suitably packed. We recommend that You insure any Goods that are returned to Us as We will not be liable for any damage or loss during transit. Please ensure that any Goods returned are accompanied by the returns authorisation number and Your receipt.
4. SHORTAGE AND TRANSIT DAMAGE
You must inspect the Goods at the place and time of delivery and notify Us of any shortages, defects in the Goods, or of any other complaint immediately and in any case within ten working days from the date the Goods were delivered, failing which the Goods will be deemed to have been accepted and to be in good working order. Our liability for short delivery is limited to making good the shortage. Where Goods prove to be faulty, We will replace them without charge, or give a full refund within 30 days of the date of the delivery. Where Goods are faulty or not as ordered, We will reimburse the cost of delivery back to Us should We ask You to return them to us.
5. TAXES AND IMPORT DUTIES
All prices are quoted in Pounds Sterling (£) and include where appropriate UK sales tax (Value Added Tax). If Your delivery address is outside the European Union, no sales tax will be added to Your order. Any import duties or taxes and customs or clearance charges that are payable in the recipient's country are solely the responsibility of the recipient. They will not be refunded by Us should You wish to cancel Your order or to return any Goods to Us for exchange or refund. Please also note that You must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by You of any such laws. Please note that customs may open and inspect packages and that the cost of the Goods must be specified on the documentation attached to the package, even if it is a gift.
6. CONTACT US
If you would like any further information please do not hesitate to contact us at: info@polygonpets.com
Last updated: 1st January 2020