Returns Policy

1. Eligibility for Returns

• Items must be returned within 14 days of delivery.
• Products must be unused, undamaged, and in their original packaging.
• Proof of purchase (e.g., order confirmation or receipt) is required.

2. Non-Returnable Items

• Products that have been used or are not in their original condition.
• Clearance or sale items (unless defective).
• Custom or personalized items.

3. How to Return an Item

1. Contact Us: Email our team at info@gorpets.co.uk or call us at 0121 580 4984 to initiate a return.
2. Package the Item: Ensure the product is securely packaged to prevent damage during transit.
3. Send the Item: Use a tracked delivery service to return the item to:
   Gor Pets House, Albion Road, West Bromwich, West Midlands, B70 8AX

4. Refund Process

• Once we receive your return, we will inspect the item and notify you of the approval or rejection of your refund.
• Approved refunds will be processed within 5–7 business days and credited to your original payment method.

5. Exchanges

• We offer exchanges for defective or damaged items. Contact us at info@gorpets.co.uk within 14 days of delivery to arrange an exchange.

6. Shipping Costs for Returns

• Customers are responsible for the cost of returning items unless the product is defective or incorrect.
• If the return is due to our error (e.g., wrong item sent), we will cover the return shipping costs.

7. Damaged or Defective Items

• If your order arrives damaged or defective, please contact us immediately at info@gorpets.co.uk with your order number and photos of the issue. We’ll resolve the matter promptly.