Returns

Return Policy

This Refund and Return Policy applies to The Pet Carriers, operated by The Pet Carriers Ltd., doing business as “The Pet Carriers” (“we”, “us”, and “our”).

At The Pet Carriers, we are dedicated to providing high-quality pet travel solutions. We aim to ensure a seamless shopping experience for all our customers. Our policy is designed to be transparent and customer-friendly. If you are not satisfied with your purchase, our customer service team is ready to help you find a suitable alternative or process a return if no suitable option is available.

Returns

You may return items within 30 days of delivery. To be eligible for a return, items must be in their original condition and packaging, unopened, and unused. They must not have been installed or modified, and all additional parts, accessories, and instruction manuals must be included. We will cover the return shipping costs for defective or damaged items and provide a pre-paid shipping label.

The following items are not eligible for return:

  • Used items, including items that have been installed or assembled.
  • Clearance items.
  • Items sold as part of a warehouse deal.
  • Custom-made or made-to-order products.
  • Items marked “non-returnable” in their description.
  • Items returned after 30 days from delivery.

How to Return an Item

  1. Contact Us: Initiate your return by contacting us within 30 days of delivery via email at support@thepetcarriers.co.uk, or through our online contact form at The Pet Carriers Contact.

  2. Provide Order Details: Be ready to provide your order number and a brief description of the reason for your return.

  3. Await Return Instructions: Our customer service team will review your request and send you detailed instructions on how to return the item, including a confirmation of the pre-paid shipping label.

  4. Return the Item: Ensure the item is packaged in its original packaging with all parts and accessories included. Attach the provided return label and send the item back to us.

  5. Receive Your Refund: We will process your return upon receipt and issue a refund to your original payment method within 7 business days.

Cancellations and Refunds

Orders may be canceled at no charge before they are shipped. However, custom or made-to-order products cannot be canceled once they are in production and are not eligible for refunds.

Exchange Policy

Exchanges are accepted within 30 days of delivery. Items eligible for exchange must be returned unopened and unused in their original packaging. Exchanges are subject to availability.

Refunds for Unreturned Items

If your item is not delivered or is lost by the carrier, please contact us within 30 days of the estimated delivery date. We will investigate and provide a full refund or replacement as necessary.

Damaged Items

Upon receiving your order, please inspect the packaging for any damage. If damage is found, report it within 24 hours by sending photos of the damage, the box, and the SKU to support@thepetcarriers.co.uk. We will handle the insurance claim on your behalf.

Return Window for Other Issues

All other return requests should be made within 30 days of delivery.

Warranty

Each product page details the specific warranty coverage and duration for that item. For any warranty inquiries, please contact our customer service team for assistance.

Contact Us

For any queries about returns, refunds, or warranty claims, please reach out to us:

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