Online Return, Refund, Exchange and Shipping Policy 

Thank you for choosing to shop at Imperial Pets. 
 
If you are not entirely satisfied with your purchase, we're here to help. 
 
RETURNS 
Please send us an email within 14 days of the date of purchase to contact@imperial-pets.com with the reason for your return and to obtain a return reference which must appear on the paperwork sent back in your package. We will then reply to confirm receipt of your email and provide you with the returns address. You will then have 14 days to send your item back from the date the returns reference was issued. 
 
Return requests received between 15-28 days will not be eligible for a refund, however we will provide you with a credit note that you must then use within 3 months from the date of your return request. 
 
To be eligible for a return, your item must be unused and in the same condition that you received it and needs be in the original packaging with labels attached where applicable. 
 
Please enclose the original receipt sent with the item as proof of purchase. Please remember to include the return reference on this receipt. 
 
Items returned must be appropriately packaged and bubble wrapped if the particular item and packaging is at risk of damage during transit. 
 
We will be unable to accept returns on opened bags or tins of food, or items where the seal has been broken, unless there is a manufacturer fault with the item in which case please refer to the Faulty Products section below. 
 
We cannot accept returns on sale items. 
 
 
REFUNDS 
Once we receive your item, we will inspect it and notify you that we have received your returned 
item. We will immediately notify you on the status of your full or partial refund after inspecting the item. 
 
If your return is approved, we will immediately refund you via your original method of payment. 
 
You will receive the credit within a certain amount of days, depending on your card issuer's policies if applicable, or via Paypal immediately. 
 
 
EXCHANGES 
If you need to exchange an item, please send an email to the address in the Returns section above. Items may only be exchanged for a different size of the same product ordered subject to stock availability. Exchanges cannot be made for an entirely different product. 
 
Please note that there may be an additional amount to pay or an amount to be refunded depending on the item being exchanged as some item prices vary depending on size. An invoice for the new item will be sent to the email address provided by you for the difference if the cost of the new item is greater. If the cost of the new item is less than the original item purchased and returned, then we will refund the difference immediately via the original payment method. 
 
The new item will not be shipped until the difference has been paid if applicable. 
 
To be eligible for an exchange, your item must be unused and in the same condition that you received it and needs be in the original packaging with labels attached where applicable. 
 
 
SHIPPING 
You will be responsible for paying for your own shipping costs for returning your item unless an incorrect item has been sent or there is a manufacturer fault with the item (and photos have been provided). Shipping costs are otherwise non¬≠refundable. 
 
When returning an item you must have proof of postage that you can provide us with in the event that your item is lost in transit, otherwise we will be unable to refund the cost of the item. 
 
All exchanges will be shipped within 3 working days of receipt of the original returned product, subject to stock availability. 
 
For business as usual shipping, items will be dispatched between 3-5 working days and the majority of items will be sent via Royal Mail 1st or 2nd class post. If you would like your item to be sent recorded, or next day delivery please contact us as soon as possible via email or telephone and we will arrange this for you and provide you with an amended invoice to cover the additional shipping costs. Larger items may be sent via courier. 
 
 
FAULTY PRODUCTS 
If you have received faulty purchased products, please email contact@imperial-pets.com with images and details of the products. If we agree that we are liable for the faulty products for quality reasons, you may ask for a repair, exchange, reduction in the price or a full refund including shipping charges (excluding any duty, taxes or charges occurred to import the products if applicable). 
 
Products are faulty if they do not conform to the implied terms under the United Kingdom Sale of Goods Act 1979 which require that our products sold must correspond to their description and be satisfactory quality. 
 
If your products become faulty within 6 months of the order date, you may ask for an exchange or partial refund according to the law. However please note that purchased products that are damaged due to normal wear and tear are not considered to be faulty. If you ask for a refund, we may refund you partially depending of the time of usage. If you ask for a repair, we may agree on your request if feasible. If you ask for a replacement or exchange, we may agree depending on stock availability.