Refund policy

Thank you for purchasing our products at Imperial-Pets.com operated by Imperial Pets Ltd.

We offer a full money-back guarantee for all non perishable items purchased on our website. If you are not satisfied with the product that you have purchased from us you will be eligible for a full reimbursement within 14 calendar days of your purchase.

We encourage our customers to try the product in the first two weeks after their purchase to ensure it fits your needs.

To be eligible for a refund, your item must be unused other than to try on for fitting purposes and in the same condition that you received it. It must be in the original packaging with all labels and must be returned the receipt or proof of purchase. After we receive your item, we will inspect it and process your refund. The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.

If the product is damaged in any way, or you have initiated the return after 14 calendar days have passed, you will not be eligible for a refund.

Products purchased as sale items are not eligible for a refund.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless there is a manufacturer fault with the item.

 

Perishable Products & Products sealed for health and safety

If you are concerned with the condition of any of our perishable products that you have purchased, please contact us right away and provide us with photo evidence of the condition of the product and the batch numbers on the packaging along with a description of your concerns so that we are able to forward this to the manufacturer and a full refund or replacement will be processed as long as these terms have been met. We do not expect you to return such items in this instance and they can be disposed of once you have confirmation from us that we have received the required information.

Perishable products such as frozen raw food are not eligible for a refund unless there is a manufacturer fault with the product, in which case the above steps should be followed. If you no longer require an order that contains frozen produce, you must contact us straight away before your order is shipped. Once shipped we will be unable to accept any returns or issue refunds on these items.

Products that have been sealed for health and safety purposes may only be returned and refunded if the item remains sealed, or there is a manufacturer fault with the contents. We cannot accept returns or issue refunds on products where seals have been broken.

If you require further advice feel free to contact us on 01244 880470 or by using the contact form on our website.

Return address:
Imperial Pets
Unit 6 Oakwood Farm
Parkgate Road
Chester
CH1 6EY