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Returns Policy

We hope you are delighted with your purchases and that the goods meet your requirements. If for any reason you are unhappy you may return the goods to us in accordance with our return policy.

If after receiving the goods you decide you do not want them, you have 14 days from delivery date to return them to us for a refund. All goods returned must be unused and repacked in the original packaging and undamaged. Clear tape must be used, as goods must be in a resaleable condition. A copy of the receipt of purchase must also be included for a refund to be processed.

Prior to sending the goods, it is important to contact us via our website or phone. We will provide you with a returns reference number so that we can process your return and refund as quickly as possible. We will also supply address labels for your return.

The return postage charge must be paid by the customer and this will not be refunded by the company unless the item is faulty. It is advisable that you insure the return parcel so it will be traceable as we will not be responsible for goods lost in the post.

If a product is defective in any way, please return it immediately and we will either deliver a new one to you or refund you the cost of the product and original delivery cost. Any breakages or damages must be reported to us within 24 hours of delivery.

Please Note: clear tape and original packaging must be used so that all goods are in a resaleable conditon.

How to return in the case of a change of mind

  1. From the date you receive your order, you have 14 days to return your product for a full refund if you change your mind. Any product returned back to us must be unused, repackaged in the original packaging using clear tape and in a resaleable condition. 
  2. To arrange a return, email through our contact us page, with photos of the repackaged product, the date it was ordered, the name it was ordered under, the order number and the reason for return. We will then assist you in arranging this.
  3. Once we receive the product back, we will be in contact about issuing a refund. 
  4. The cost of us arranging a return courier for you is €10 per box, we will deduct this off any refund you recieve.

How to return a damaged product

  1. Email photos of the product (or the panels) that you are having difficulties with through our contact us page. If there is a single panel/product we need a close up of the issue, a zoomed in photo of the issue, a photo of both sides of the panel/product, and a full zoomed out photo of the entire product (i.e. the entire kennel) from all angles. Alternatively, you can send in a video. With this contain a detailed description of the issue, as well as the name it was ordered under and when you ordered. 
  2. To arrange a return, email through our contact us page, with photos of the repackaged product, the date it was ordered, the name it was ordered under, the order number and the reason for return. We will then assist you in arranging this.
  3. Please note: if the damage is minor or there is only one panel damaged we may be able to arrange replacement panels, you can ask about this alternatively.

You can post your return to:

Pets.ie
Wilcaro
Beech Road
Kilbride
Arklow
Co. Wicklow
Y14 W884

Please Note: clear tape and original packaging must be used so that all goods are in a resaleable conditon. If you choose to use a courier that is not arranged by us you assume responsibility for the safety of the goods getting back to us. We cannot refund you until we receive the goods back. Please contact us before you arrange any return.

Cancellations

We can cancel an order up until it is dispatched. If the order has been dispatched, you can return the goods to us and we will organise a refund (excluding delivery cost). To cancel an order, you must contact us via email, our contact us page or phone. Please quote your order reference number which you will find on your order confirmation email.

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