Refund policy

Returns

PLEASE NOTE: All sale items and frozen foods are non-refundable.

We hope that you will be completely thrilled with your purchase from Sophsdram Pet Services but if, for any reason, you should decide not to keep it you can simply return to us for a full refund.

Returns must be made within 30 days of receipt and the goods must be unused and returned to us in their original packaging. Please include your name, address and order number with the goods you are returning plus the reason for returning them. We will then refund you the original cost of your order. We regret we are not liable for returns which do not reach us, or are damaged when we receive them.

Damaged/Faulty Items 

Should your order be damaged in transit, please notify us by emailing rebecca@sophsdrampetservices.co.uk within 14 working days and we will be happy to replace it. Please see ‘To return an item’ (below) for details of how to return damaged goods to us. If you are returning an item because the goods are damaged, or you are not completely satisfied, we will be happy to refund all delivery charges incurred by you (both for its initial delivery and for the cost of you returning it to us). In all other circumstances where Sophsdram Pet Services is not at fault, delivery costs will be your responsibility.

Incorrect Items 

If we have sent you an incorrect item (Eek! Surely not!), please notify us by emailing rebecca@sophsdrampetservices.co.uk as soon as possible. Please return the incorrect item to us and specify the correct details in writing. If you would like us to replace the incorrect item with the item you ordered we will send you the correct item as soon as possible. We will not charge you for the incorrect item and will reimburse your reasonable costs in returning it.

You are responsible for the cost of postage back to us. We do not offer free returns.

Please also note that we charge a £5 de-hairing fee for any items which are returned to us with dog hair on. To avoid this fee, please ensure all dog hair is removed before returning.

Please send your items back to us at the address below. There is no need to send them via Special Delivery but we would advise obtaining a Proof of Posting from your post office.

Sophsdram Pet Services

45 High Street

Whitchurch

SY13 1AZ

You are also welcome to bring back your online orders into either store with your Order Number and your refund will be processed online. Money takes up to 10 business days to arrive back into your account.

Phone: 07983390037