Refund & Returns Policy
CHANGE OR CANCEL AN ORDER
Unfortunately we are unable to make changes to an order once it has been placed. If you would like to cancel an order, please email . Provided the processing has not yet started and it is not with a third party supplier, our team will be able to cancel the order for you.
If your products have already been delivered, then you will need to follow our returns procedure.
YOUR PURCHASE HISTORY
To find out more information on your past orders, please click here to sign into your account.
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product. Please see our refunds policy contained in our Terms & Conditions.
Most items can be returned through any one of these options:
1. Returns via our store
Simply take the delivery note you received with your delivery and the product you wish to return to our store and tell the sales assistant you bought it online.
Exception: If the product you wish to return was a personalised product it cannot be returned.
2. Returns via our address below
Please include your Delivery note with your return and note on this the reason for the return.
Exception: we regret that personalised products that are especially made or ordered with your choice of name, fabric, message or other customised aspect cannot be returned or refunded unless they are defective.
PACKING AND SENDING YOUR RETURN
To ensure that your refund is processed as quickly as possible, please follow the procedures below.
Return the product in its original packaging;
Pack the product to avoid damage during returns transit;
Include your despatch note or your name, address, phone number, order number and whether you require a refund or a replacement.
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product, provided (in the case of any non-defective products) it has not been unnecessarily handled, i.e beyond the handling that you would do in a shop to decide whether to purchase the product. Returns should be made within a reasonable time and in original, undamaged packaging.* Please see below for exceptions to this policy.
If the product returned has been unnecessarily handled, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
*Products we are unable to refund.
We are unable to offer a refund on personalised goods (such as pet id tags) unless they are faulty.
We will refund your original delivery charge and your charges for returning the product to us when a product is faulty or damaged, but not when a product is simply unwanted.
Consult the manufacturer’s handbook or website if appropriate. If you need a repair, call our team on 01709 861144 or visit our store. You may be asked for details of the model number and date of purchase. Your despatch note provides this information and acts as your guarantee, so please make sure that you keep it throughout your guarantee period.
In the unlikely event that an issue has not be resolved to your satisfaction, please let us know by calling our 01709 861144 between 9.15am and 5.15pm Monday – Tuesday & Thursday, 9.15am and 2.00pm and 9.15am – 4.15pm Saturday, or by sending us an email using our online form. Should you remain dissatisfied please write to IGO Pets Ltd, 25 Church Street, Conisbrough, Doncaster, South Yorkshire, DN12 3HP.