Payments & Warranty Info

Payment Policy

• All items are Brand New in Retail Packaging. Unless otherwise stated
• All major Credit/Debit cards & PayPal are Accepted, If you want to pay by cheque, bank transfer, please contact us first (UK Cheques only – items are dispatched only once payment has cleared)
• Immediate Payment is required to make your purchase via our secure PayPal Gateway.
• Item will be dispatched the same working day if payment is made by 11am. Any orders paid for after 11am will be dispatched the next working day (Mon-Fri).
• Any buyers that are located in what our couriers categorize as “off-shore/remote” destinations will be charged extra for. This is usually destinations like Scottish Highlands, Northern Ireland, Channel Islands, Guernsey, Jersey and other remote areas. Once we process your order, if this is the case, we will check with our couriers the cost of shipping and email this to you to arrange additional payment. If you do not wish to pay the extra fee, your order will be refunded.

Shipping Policy

• Shipping within the UK will be sent via Royal mail or UkMail, depending which is the most cost effective way to send the item sold
• No P.O. Box Delivery
• No APO/FPO Delivery

Our Return Refund Policy

If you are not satisfied with any of the goods delivered, you may return them to SoulPet within 30 days of delivery. We shall refund any unused items that are returned to us in their original saleable condition with the original packaging. For any items that are not returned in their original saleable condition we reserve the right to refund only a percentage of the original purchase price. The delivery charge is non-refundable.

Exchanging faulty, damaged or incorrect goods: If the goods which we deliver are faulty or damaged or not what you had ordered, contact us and we will exchange the goods immediately or issue a full credit to you including delivery charges upon receipt of the goods.

To help keep our prices as low as possible we may ask you to send the goods back to us by Recorded Delivery. If the goods are faulty we will refund the return delivery charges which you may incur.

Our Feedback Policy

We aim to answer all your questions and queries within 4 hours, however, if the message is missed or we have not replied that may be due to an error. Please do not hesitate to email again or telephone 01722 580201

Warranty

Unless otherwise stated all new product have a 1 year return to base warranty. For the first 30 days we will collect the item and replace or refund you at your discretion After the 30 days you will have enter our warranty terms. If there is a problem with the product that is a fault and not user damage we create a return number and ask you to send the item back with this number written clearly on the packaging. Once received we will either repair, replace or refund at SoulPet's discretion. Please note this procedure can take upto two weeks. All products will be returned free of charge

For returns please email: enquiries@soulpet.co.uk stating your order number and reason for return. We will then contact you with a return number and return address.