Question 1

Returns via Courier/Post

Accepted Answer

We use paperless returns as a green company.

To arrange a courier or postal return, please send an e-mail to admin@classicpet.co.uk with your order number and information.

Tracked returns are available from £3.99.

You will be notified via your e-mail as soon as your return has been processed. This can sometimes take 5–7 working days, and orders will be recieved Monday–Saturday (excluding bank and public holidays).

Question 2

Returns to our Store

Accepted Answer

Returns to our store is currently unavailable.

Question 3

Items excluded from returns

Accepted Answer

Whether you are exercising your legal right to cancel or returning a product under our returns policy, please note that you do not have the right to return or cancel orders for products made to your specific requirements or personalised for you; for example, items featuring a name or initials.

Items that cannot be returned include:
Any of our personalised items and custom-made items.
Any of our perishable items, for example dehydrated foods.

Question 4

Faulty Items

Accepted Answer

We’re very sorry if you’ve received a faulty item, this is rare, and we take it seriously. Please let us know as soon as possible so we can investigate and ensure other items are not affected. If you report the fault within 30 days of purchase, we’ll be happy to assist with a replacement or refund.

To arrange a courier or postal return, exchange or refund, please send an e-mail to admin@classicpet.co.uk with your order number and information.

We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item. If it is more convenient for you, we can arrange to have the faulty item collected free of charge within the UK mainland.

If a fault develops outside of the 30-day return period, or the item is difficult to package and return, contact us using the above details before you return the item, so we can discuss the fault with you and agree the best way forward.

Please do note, that our products are hand-crafted, which may result in slight variations in colour and consistency; therefore, it may vary from batch to batch. This does not affect the quality of our products.

Question 5

Your legal right to cancel

Accepted Answer

For most products purchased online, you have a legal right to change your mind within 14 days and receive a refund. These rights are provided under the Consumer Contracts Regulations 2013.

You have 14 days from the day you receive your order to let us know that you wish to cancel. If your order is split into several deliveries over different days, the 14-day period begins the day after you (or your nominated person) receive the last delivery.

To meet the cancellation deadline, you must notify us by email before the 14-day period expires. Please keep a copy of your cancellation notice for your records.

If your order has already been dispatched or delivered, you must return the products to us without undue delay, and no later than 14 days after telling us you wish to cancel. You’ll be responsible for the direct cost of returning the items to us.

When you cancel your order under your right to change your mind, we’ll refund:
the full price you paid for the products, and
any applicable standard delivery charges (up to the cost of our least expensive delivery option).

Refunds will be made to the same payment method you used for your purchase. We’ll process the refund within:
14 days of receiving the returned products, or
if no products were supplied, 14 days after we receive your cancellation notice.

We may withhold the refund until we have either received the returned products or evidence that you’ve sent them back, whichever happens first.

If you are exercising your right to change your mind:
We may reduce your refund to reflect any loss in value of the goods if they’ve been handled in a way that wouldn’t be acceptable in a shop. If we issue a refund before inspecting the goods and later find they were mishandled, we may charge you an appropriate amount.
The maximum refund for delivery costs will be based on our standard delivery option, even if you chose a faster or more expensive delivery service.

Delivery & Returns

Delivery Information

UK (Mainland) Standard Delivery

Collection from our Store

Remote UK, Europe and Internationally

Returns & Refunds

Returns via Courier/Post

Returns to our Store

Items excluded from returns

Faulty Items

Your legal right to cancel