Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. To start a return, you can contact us at hello@hartleypets.co.uk

Please note that returns will need to be sent to the following address: 9 Harden Road, Lydd, Romney Marsh, TN29 9LT, Kent, UK. If your return is accepted, we will provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at hello@hartleypets.co.uk

Return Shipping Costs
For change-of-mind returns, including items that are no longer wanted or were ordered incorrectly, the customer is responsible for the cost of returning the item to us.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
We cannot accept returns that were damaged after use. We request that all orders be inspected upon receipt, with any discrepancies reported within 30 days.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we've approved your return, please contact us at hello@hartleypets.co.uk 

If an item arrives damaged, defective or incorrect, please contact us so we can review the issue and arrange the appropriate resolution.

Alternatively, you can phone us at 020 376 97202

Also, you can Contact Us here.