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Delivery & Returns​​​

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Delivery

I am the one of

your courier!

Thank you for shopping with PETTONE. We hope you are happy with your purchase, but if for any reason you need to return something, we are here to assist you.

 

All our parcels are carefully packed and double-checked by the delivery team to ensure accuracy. However, if you do receive an incorrect item, please reach out to us via email for assistance. 

 

Please leave the parcel in its original, unopened condition and return it to us, or we can arrange a collection with our courier. Once we receive the item, we will immediately send out a replacement.

 

Please note that if the package has been opened, we would not be able to process replacement, so verify the contents before opening.

 

If your purchase arrives damaged or becomes faulty within 28 days of receiving it, please take photos of the item in the condition it arrived and email them to us. We will review the situation and promptly arrange for a replacement or offer a refund.

 

Please take care when selecting your items, ensuring the correct size and color before completing your order. Returns due to ordering mistakes will be at the customer’s expense. We regret that we cannot issue refunds for products that have been deliberately damaged.

 

PETTONE does not accept responsibility for lost or unclaimed orders when incorrect delivery or contact information is provided. By placing an order, you acknowledge responsibility for ensuring that the delivery information is accurate. Please check your confirmation email carefully, and contact our customer service team immediately if any details are incorrect.

Delivery & Fees

​​Orders Over         £49                      FREE UK delivery

Orders Between   £23.99 - £48.99   UK delivery fee £4.99

Orders Under       £23.99                 UK delivery fee £6.99

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​For orders under £49, a delivery charge of £6.99 - £4.99 will be applied at checkout.

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All orders may be subject to additional surcharges. The final delivery charge will be shown at checkout.

 

Please refer to the section below on Delivery Surcharges for more details.

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We use Royal Mail/ DPD/ Evri couriers to offer same-day dispatch, 7 days a week. This service applies to orders placed before 5pm on weekdays and before 2pm on weekends, subject to stock availability.

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Please note that certain weather conditions and busy periods may cause delays. Always allow up to 3 working days from dispatch for your order to arrive. If you live in the Scottish Highlands and Islands, additional delivery time may be required.

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Delivery Notifications

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You may receive a text or email from couriers the day before your delivery, followed by a notification on the day of delivery with a 1-hour time slot. Please ensure that someone is available to sign for the delivery. If no one is available to receive the order and delivery is unsuccessful, we may need to apply additional charges to resend your order.

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When receiving your PETTONE order, please ensure that the number of parcels matches the consignment note. If there are any discrepancies, mark them on the note and inform us within 3 days of delivery.

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If the box or contents are damaged, mark the consignment note as 'damaged' or, if you are unable to check, mark it as 'unchecked.' Please retain the original packaging in case a return is necessary.

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Faulty, Damaged, or Incorrect Goods

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We take care to ensure your order arrives in perfect condition. However, if any items are damaged, faulty, or missing from your order, please contact us immediately via info@pettone.co.uk 

We will work quickly to resolve the issue, including arranging a replacement or collection.

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Refunds & Cancellations

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If you need to cancel your order, please notify us as soon as possible via info@pettone.co.uk. Orders that have already been dispatched cannot be canceled. In this case, please wait to receive your order and then follow the returns process below.

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You can return your order by post within 14 days of receipt, but please note that all return postage costs are the customer’s responsibility. The goods must be in their original packaging and condition.

 

 

Money-Back Guarantee

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At PETTONE, we believe in offering only the highest quality pet products. If you or your pet are not completely satisfied with your purchase, we offer a no-quibble money-back guarantee. Simply contact us within 30 days of purchase for a refund, and feel free to donate any opened products to a local shelter.

Delivery charges for items not covered under the money-back guarantee cannot be refunded.

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Delivery Surcharges
 

Due to the weight and size of certain products, we reserve the right to add a delivery and handling fee, which will be reflected at checkout. Orders eligible for free delivery may still incur additional fees based on product dimensions.

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Additional courier surcharges apply to certain postcodes, and deliveries to these areas will be on a 48-hour service. Please refer to our full list of affected postcodes on our website.

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Non-Delivery Dates

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Please note that our couriers do not collect or deliver on the following dates:

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  • New Year's Day

  • Good Friday

  • Easter Sunday

  • Easter Monday

  • Early May Bank Holiday

  • Spring Bank Holiday

  • Summer Bank Holiday

  • Christmas Day

  • Boxing Day

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