OVERVIEW
We promise every order 30 days’ warranty, if you find the product is damaged, (not for damaged packing boxes) you can contact us via email customerservice@ukpethouse.com or live chat.
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 100 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.
To inform us for a damaged item, you can contact us via Email customerservice@ukpethouse.com or Live chat.
We will then have up to five (5) Business Days to respond and will either:
1) Accept the Damaged Item request and issue a refund,
2) Accept the Damaged Item request and issue a shipping label for its return,
3) Accept the Damaged Item request and dispatch a Replacement Item or,
4) Reject the Damaged Item request and provide a reason for doing so.
Where applicable, you will have up to thirty (30) calendar days to return the Item to the Supplier.
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, sizewhich doesn't affect product function, etc., UKPH offers a refund or resend if you provide proof (Videos and/or Photos).
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 30 days after receiving it.
If the Item is shipped using a tracked shipping service and the tracking number shows that delivery back to the Supplier was completed, then the Item will be considered as having been delivered.
If the tracking number does not show the Item delivery as being completed, or if there is no tracking number for the Item, then you will be accountable for the non-delivery of the Item and any resultant losses.
Upon receiving the Returned Item back, the Supplier will inspect the Item and either accept or reject the Return Item within five business days.
If the Return Item is accepted, you will be refunded as per the “Refund” section below.
The determination and acceptance of a Damaged Item rests with the Supplier. The Supplier is to undertake their best and fair professional judgement in this regard.
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 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:
Dispute 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.
We 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.