Shipping & Returns
Shipping Policy
At The Web Pet, we aim to process and dispatch orders promptly and securely to customers across the United Kingdom.
Free Standard Shipping: 8 to 12 business days. Priority Shipping (£5): 5 to 10 business days. These estimates run from order confirmation and include our processing time. Delivery charges are shown at checkout before you complete your purchase.
Delivery times may vary for remote areas, islands, bank holidays, promotional periods or courier delays. We will send tracking information when it is available.
Please provide a complete and accurate delivery address. If you need to change it, contact us through the Contact page as soon as possible. Once the order has been dispatched, an address change may no longer be possible.
If your order is significantly delayed, marked as delivered but has not arrived, or arrives damaged, please contact us through the Contact page and include your order number. We will investigate and advise you on the next steps.
We will do our best to assist you if circumstances beyond our reasonable control affect delivery.
Return & Exchange Policy
At The Web Pet, we want you to be happy with your purchase. If you change your mind, you may request the return of an item purchased online within the deadlines and conditions set out below.
Cancellation due to change of mind
Under UK legislation governing online purchases, customers have up to 14 calendar days from the date they receive their order to notify us that they wish to cancel their purchase. After notifying us, customers have a further 14 calendar days to return the item.
To start a return, please contact us through the Contact page and provide:
- your order number;
- your name;
- the items you wish to return; and
- the reason for the return, where applicable.
Items must be returned in suitable condition, preferably in their original packaging, together with any accessories, labels and other materials received. Customers may handle the item only as much as necessary to check its nature, characteristics and functionality. If an item has been used or handled beyond what is reasonably necessary, the refund may be reduced where permitted by law.
For returns due to a change of mind, return postage costs are the customer’s responsibility, unless a different arrangement was stated at checkout. We recommend using a tracked delivery service and keeping proof of postage.
Faulty, damaged or incorrect items
If an item is faulty, arrives damaged or does not match the product ordered, please contact us through the Contact page. We may request photographs, videos or other information to assess the issue.
In these circumstances, we will provide an appropriate remedy in accordance with your consumer rights. This may include a replacement, repair or refund. Where the issue is our responsibility, reasonable return postage costs will be reimbursed.
Refunds
Once we receive and inspect the returned item, the refund will be processed within the applicable legal timeframe, normally within 14 days. Refunds will be issued using the same payment method used for the original purchase.
The cost of standard delivery will also be refunded where the return falls within the statutory cancellation right. If a more expensive delivery option was selected, the additional cost of the premium service will not be refunded.
Certain items may not be eligible for return for hygiene, safety or perishability reasons. This may include sealed products that have been opened, food, personalised items or products that cannot be resold after opening. These restrictions do not apply where the item is faulty or does not match its description.
This policy does not limit or replace your statutory consumer rights in the United Kingdom.