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Free Shipping Across UK
Free Shipping Across UK

Refund & Exchange Policies

UK Pet House offers a quicker dispute solution and will appreciate it a lot if you provide:

  1. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
  2. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
  3. The products need to be returned to UK PET HOUSE if our Dispute Team asks for a return in Disputes.

Except for the important interpretation, UK PET HOUSE will make a refund, resend, or accept the return for any of the following cases:

1. Orders Delayed.

 UK PET HOUSE 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 had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.

 

2. Orders not Received.

We will not deal with the refund or resend if the tracking information shows the order is delivered.

  1. If you did not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
  2. Tracking information alert. The tracking information shows Alert; the reasons are listed as below:
  3. a) Incorrect/insufficient address.
  4. b) No such number.
  5. c) Unknown recipient.
  6. d) Refused.
  7. e) Do not pick up in time.
  8. f) No safe delivery location.
  9. g) Un cleared customs.
  10. h) Others.

3. Products Damaged.

UPH offers a full refund or a replacement if packages arrived are badly damaged.

UPH offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

  1. For fragile products, a refund is highly recommended.
  2. For damaged packing boxes, UPHcannot offer any refunds or other after-sale services due to the long-distant international delivery.

 

4. Incorrect or Missing Products.

UPH has a strict quality control process before products are dispatched. UPH will deal with incorrect or missing products as follows:

  1. For incorrect products, UPH offers a full refund or replacement.
  2. For products with wrong color, sizewhich doesn't affect product function, etc., UPH offers a refund or resend if you provide a prove.
  3. For parts missing which doesn’t affect product function, UPH may refund partially or resend the missing part; for parts missing which affect product function, UPH will resend the product only.
  4. For accessories, UPH will resend the accessories.

Notes:

For size problem, we will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

 

5. Orders Cancellation.

For orders cancellation, we offer a full refund before products are processed by warehouses.

  1. After payment, POD orders cannot be canceled as it is customized.
  2. After payment, private inventory orders cannot be canceled as it is special products and only available for you.
  3. After payment, video and photo orders cannot be canceled as UPH has planned and prepared for you after payment.

 

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 untraceable.

Notes:

Dispute will be closed automatically if the order has been closed and you have not responded for seven consecutive days.

2. Force Majeure.

UPH takes no responsibility for any product damaged or shipping delay 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. Exchange.

 Within 10 days from receiving.

4. Unacceptable Disputes.

We shall not accept any unreasonable disputes, including but not limited to:

  1. The buyer does not like it.
  2. The product description is not real.
  3. Products smell unusual.
  4. The buyer ordered the wrong items or SKU.
  5. The shipping address was provided incorrectly.
  6. Product difference was negotiated in advance.
  7. Tracking information deleted by logistics companies or local post offices.