Refund policy
At Brindle UK ("Brindle", "we", "us", or "our"), we want you to be completely satisfied with your purchase from brindlepets.co.uk.
Returns
We offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must be:
- Unused and in the same condition that you received it
- In its original packaging
- With any labels, tags, instructions, and accessories included
- Accompanied by proof of purchase, such as your order confirmation or receipt
To request a return, please contact us at info@brindlepets.co.uk.
If your return is approved, we will provide instructions on how and where to send your item. Returns sent without prior authorisation may not be accepted.
If you have any questions regarding returns, please contact us at info@brindlepets.co.uk.
Faulty, Damaged, or Incorrect Items
Please inspect your order upon delivery and contact us immediately if:
- Your item arrives damaged
- Your item is defective or faulty
- You receive the wrong product
Under the Consumer Rights Act 2015, customers may be entitled to a repair, replacement, refund, or other appropriate remedy where goods are faulty, not as described, or not fit for purpose.
We will review the issue and work to resolve it as quickly as possible.
Non-Returnable Items
Certain products cannot be returned, including:
- Personalised or custom-made items
- Perishable goods
- Sealed products that are not suitable for return for health or hygiene reasons once opened
- Hazardous materials, flammable liquids, or gases
Please contact us before placing your order if you are unsure whether a product is eligible for return.
The following items are also non-refundable unless faulty or otherwise required by law:
- Gift cards
- Clearance or final-sale items
Nothing in this policy affects your statutory rights under UK consumer law.
Exchanges
We do not offer direct exchanges.
If you would like a different item, size, colour, or variation, please return the original item in accordance with this policy and place a new order once your return has been approved.
Your Right to Cancel (UK Consumers)
If you are purchasing as a consumer in the United Kingdom, you generally have the legal right to cancel your order within 14 days of receiving your goods without providing a reason, in accordance with the Consumer Contracts Regulations 2013.
To exercise your right to cancel, please notify us by emailing info@brindlepets.co.uk within the 14-day cancellation period.
After notifying us, you will have a further 14 days to return the goods.
Returned goods must be in a condition suitable for resale. We may make a deduction from your refund if the value of the goods has been reduced due to handling beyond what is necessary to establish their nature, characteristics, and functionality.
Certain products may be exempt from cancellation rights under applicable law, including personalised items and certain sealed hygiene products once opened.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be issued to the original payment method used for the purchase.
Refunds are typically processed within 10 business days of approval. However, your bank, card issuer, or payment provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@brindlepets.co.uk.
Return Shipping Costs
Unless an item is faulty, damaged, incorrect, or otherwise required by law, customers are responsible for the cost of returning items.
Original delivery charges are non-refundable unless applicable consumer protection laws require otherwise.
We recommend using a tracked shipping service when returning items, as we cannot guarantee receipt of returned goods.
Contact Us
If you have any questions about this Return & Refund Policy, please contact us:
Brindle UK
Website: brindlepets.co.uk
Email: info@brindlepets.co.uk