OVERVIEW
UK PET HOUSE aka UKPH offers a quicker dispute solution and will appreciate it a lot if you provide:
- Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
- As we work with multiple suppliers, each product will have a different address. Moreover, in order to open an order dispute, you will need to contact our customer service team. If the case was approved (dispute policies mentioned next), we will then share with you the address that the product needs to be returned to free of charge.
UKPH will make a refund, resend, or accept the return for any of the following cases:
1. Delayed Orders.
UKPH will deal with your dispute for delayed orders after 30 days counting from the date that order departed from the warehouse.
Notes:
Sometimes, the order may arrive at the nearest post office to the buyer. When the status of the tracking number shows up as “Pending”, it may be because of insufficient address, package unclaimed, no such number, etc. You will need to contact your local post office or visit them for these matters.
2. Orders not Received.
We will not deal with the refund or resend if the tracking information shows the order is delivered.
If you did not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
Tracking information alert. The tracking information shows Alert; the reasons are listed as below:
- Incorrect/insufficient address.
- No such number.
- Unknown recipient.
- Refused.
- Do not pick up in time.
- No safe delivery location.
- Un cleared customs.
- Others.
3. Damaged Products.
UKPH offers a full refund or a replacement if packages arrived are badly damaged.
UKPH offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches, etc.).
Notes:
- For damaged packing boxes, UKPH cannot offer any refunds or other after-sale services due to the long-distant international delivery.
- For ordinary products, You shall complain or open a dispute within 5 days after packages have been delivered.
- For electronic products, You shall complain or open a dispute within 10 days after packages have been delivered.
4. Incorrect or Missing Products.
UKPH will deal with incorrect or missing products as follows:
- For incorrect products, UKPH offers a full refund or replacement.
- For products with wrong color, size which doesn't affect product function, etc., UKPH offers a refund or resend if you provide proof (Videos and/or Photos).
- For parts missing which doesn’t affect product function, UKPH may refund partially or resend the missing part; for parts missing which affect product function, UKPH will resend a new product.
- For missing accessories, UKPH will resend the missing accessories related to the purchased product.
Notes:
For size problems, we will appreciate it a lot if you can measure the product according to the correct measurement method and provide us with a photo of the measurement. Only then, will our dispute team be able to deal with your dispute quickly.
5. Cancellation of Orders.
For order cancellations, we offer a full refund before products are processed by the warehouse.
RETURNS
Please return the product(s) within 10 days after receiving it.
REFUNDS
- Refunds for Returned Items, Exchange Items, Lost Items or Out-of-Stock Items: Will be for an amount equivalent to the total Product Amount as shown in your Order Invoice.
- Refunds for Damaged Items: Will be for an amount equivalent to the total Product Amount as shown in your Order Invoice.
- What are my refund options? You can receive a refund to Store Credit (never expires!) or to your original payment method.
- When will I receive my refund? For store credit and gift card refunds, we’ll credit your account within 1 business day once we’ve received notification that you have returned your item(s).
- For credit card refunds, we’ll begin issuing your refund once we’ve received notification that you have returned your item(s). Most banks will process the refund within 3-5 business days.
- For all other refund methods, please allow up to 2 weeks for us to fully process your return and issue your refund.
- To check the status of your refund, please visit the My Orders
Important Interpretation
1. Deadline of Opening a Dispute.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is un trackable.
Notes:
Disputes will be closed automatically if the order has been closed and you have not responded for seven consecutive days.
2. Force Majeure.
UKPH takes no responsibility for any product damaged or shipping delays caused by the act of God, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, we will notify you by Email, Line, WhatsApp etc.
3. Unacceptable Disputes.
UKPH shall not accept any unreasonable disputes, including but not limited to:
- The buyer does not like it.
- Products smell unusual.
- The buyer ordered the wrong items or SKU.
- The shipping address was provided incorrectly.
- Tracking information deleted by logistic companies or local post offices.