Norfolk Pet Essentials – Returns & Refund Policy

Section 1 – Overview

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, subject to UK consumer law exceptions outlined below.

Section 2 – Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Section 3 – How to Start a Return

Contact us at info@norfolkpetessentials.co.uk. Returns should be sent to: Norfolk Pet Essentials, Corner Cottage, Beccles Road, Hales, Norwich, Norfolk, NR14 6SR. Items sent back without prior approval will not be accepted.

Section 4 – Damages and 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 we can evaluate and resolve the issue.

Section 5 – Exceptions / Non-Returnable Items

Certain items cannot be returned: perishable goods (such as dog treats), custom products, and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Sale items and gift cards are non-returnable.

Section 6 – European Union Cooling-Off Period

If your order is shipped into the EU, you have the right to cancel or return your order within 14 days for any reason. Items must be in original condition, unopened, and unused.

Section 7 – UK Consumer Rights

Under UK law, most online purchases have a 14-day cooling-off period starting the day after delivery, except for perishable goods and sealed items not suitable for return once opened. Faulty or misdescribed items can be returned for a full refund, repair, or replacement.

Section 8 – Refunds

We will notify you once we’ve received and inspected your return. If approved, refunds will be processed to your original payment method within 10 business days. Please allow time for your bank or card provider to process the refund. If more than 15 business days have passed since approval, contact us at info@norfolkpetessentials.co.uk.

Section 9 – Exchanges

The fastest way to ensure you get what you want is to return the item you have and place a new order once the return is accepted.

Section 10 – Contact Information

Questions? Email info@norfolkpetessentials.co.uk.