At Hardcastle Pet Supplies, we want you to be happy with your purchase. If you change your mind or there is a problem with an item you've received, we're here to help.

This policy applies to purchases made through our website and does not affect your statutory rights under UK consumer law.

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Changing Your Mind

If you are a consumer purchasing from us online, you generally have the right to cancel your order within 14 days of receiving your goods, without needing to give a reason.

Once you tell us that you wish to cancel, you normally have a further 14 days to return the goods to us.

To exercise your cancellation right, please contact us using the contact details on our website and clearly let us know that you wish to cancel your order. Please include your order number where possible.

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Condition of Returned Goods

You may handle goods to the extent necessary to establish their nature, characteristics and functionality, in much the same way as you would be able to inspect them in a shop.

However, if goods have been handled beyond what is reasonably necessary and their value has been reduced as a result, we may be entitled to make a deduction from your refund.

Where possible, please return products in their original packaging and with any accessories, instructions or other items supplied with them.

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Products That Cannot Be Returned

Certain products may be excluded from the usual cancellation rights where permitted by UK law.

For example, this can include:

• Products that are made to your specifications or clearly personalised.

• Goods that are liable to deteriorate or expire rapidly.

• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

• Other goods where an applicable statutory exception applies.

If an item has specific return restrictions, these will be made clear to you before or at the time of purchase where appropriate.

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Faulty, Damaged or Incorrect Items

If an item arrives damaged, is faulty, is not as described, or you have received the wrong item, please contact us as soon as possible.

Please provide your order number and, where appropriate, photographs of the item and packaging. This can help us resolve the issue quickly.

Depending on the circumstances and your legal rights, we may offer a replacement, repair or refund.

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

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Returning an Item

Unless an item is faulty, damaged, incorrect or otherwise covered by your statutory rights, you will generally be responsible for the direct cost of returning an unwanted item when exercising your statutory cancellation right.

We recommend using a tracked or otherwise suitably insured delivery service when returning an item, as we cannot be responsible for goods that do not reach us.

Please do not send returns to an address shown on a delivery label without first checking the correct returns address with us.

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Refunds

When you cancel an order under your statutory cancellation rights, we will normally refund the payments we have received from you, including the standard cost of delivery.

Where you chose a more expensive delivery option than the least expensive standard delivery method we offer, we are generally only required to refund the cost of the least expensive standard delivery option.

We will normally issue your refund without undue delay and, where applicable, within 14 days of:

• Receiving the returned goods; or

• You providing evidence that the goods have been returned; or

• If we have not yet received the goods, the day on which you informed us of your cancellation, provided we are satisfied that the goods have been sent back.

Refunds will normally be made using the same payment method you used for the original purchase, unless we have agreed otherwise with you.

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Refund Deductions

Where permitted by law, we may reduce a refund to reflect any loss in value caused by handling the goods beyond what is reasonably necessary to establish their nature, characteristics and functionality.

We will not make deductions where the law does not permit us to do so.

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Exchanges

If you would prefer to exchange an item rather than receive a refund, please contact us.

Where an exchange is not possible, we may instead arrange a refund in accordance with your statutory rights and the circumstances of the purchase.

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Items Lost or Damaged in Return Transit

If you are responsible for returning an unwanted item, please make sure it is packaged securely.

We recommend obtaining proof of postage and using a tracked service.

If a returned item is lost in transit, please contact the delivery provider and let us know. Your legal rights will depend on the circumstances and the type of return.

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How to Contact Us

To request a return, cancellation or refund, please contact Hardcastle Pet Supplies using the contact details provided on our website.

Please include:

• Your name

• Order number

• The item(s) you wish to return

• The reason for your return, where relevant

• Any photographs or other information that may help us understand the issue

We will then provide any instructions needed to complete the return.

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Your Statutory Rights

Nothing in this policy is intended to limit or exclude any rights you have under UK consumer law.

Depending on the circumstances, your rights may include rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, as well as other applicable legislation.

If you have a problem with an item, please contact us and we'll do our best to resolve it fairly and promptly.

Hardcastle Pet Supplies
Sheffield, United Kingdom

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