Store Policy

At Hardcastle Pet Supplies, we believe great customer service is just as important as great products.

We’re a Sheffield-based, independent business run by people who genuinely love animals, and we want every customer to feel confident shopping with us.

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We’re Here to Help

If you have any questions about our products, your order, delivery, returns or anything else, please get in touch with us.

We’ll always aim to:

• Treat you with courtesy and respect.

• Respond to enquiries as quickly as reasonably possible.

• Provide clear and honest information.

• Keep you updated about your order where necessary.

• Work with you to resolve any problems fairly and reasonably.

• Listen to your feedback and use it to improve our service.

Getting in Touch

You can contact us using the details provided on our Contact Us page.

When contacting us about an order, it helps if you include your order number and the email address used when placing your order. This allows us to find your order quickly and deal with your enquiry more efficiently.

Problems With Your Order

We take care when preparing and dispatching every order, but occasionally things can go wrong.

If your order arrives damaged, incomplete, incorrect or you believe there is another problem with your purchase, please contact us as soon as possible.

We’ll look into the issue and explain the options available to you. Depending on the circumstances, this may include arranging a replacement, repair, refund or another appropriate solution.

Please retain the packaging and any relevant photographs where possible, as these may help us investigate delivery or product issues.

Returns & Refunds

We want you to be happy with your purchase.

If you change your mind about an item purchased from us online, you may have cancellation rights under UK consumer law. Certain products and circumstances may be excluded from these rights.

For full details about cancelling an order, returning products and receiving refunds, please see our Returns & Refunds Policy.

Nothing in our policies affects your statutory rights as a UK consumer.

Faulty or Incorrect Products

If a product is faulty, damaged or not as described, please contact us so that we can put things right.

Your statutory rights under UK consumer law remain unaffected. We will deal with genuine product issues fairly and in accordance with applicable UK consumer legislation.

Product Advice

We’re always happy to help with general information about our products.

However, pets are individuals and their needs can vary considerably. Information provided by Hardcastle Pet Supplies should not be treated as veterinary or professional animal-health advice.

If you are concerned about your pet's health, behaviour, diet or wellbeing, we recommend speaking to a suitably qualified veterinary professional.

Feedback

Your feedback matters to us.

Whether you've had a great experience or think there’s something we could do better, we’d love to hear from you. Customer feedback helps us improve our products, website and service.

Our Commitment

Hardcastle Pet Supplies is a Sheffield-based business built around a genuine love of animals.

We may not get everything perfect every time, but we will always aim to be honest, helpful and fair when dealing with our customers.

Thank you for choosing to shop with Hardcastle Pet Supplies. 🐾

Hardcastle Pet Supplies
Sheffield, UK

 

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