Thank you for shopping at Petpioneers.co.uk. We hope you are pleased with your purchase, and trust that we will see you soon, however, in the unlikely event you need to return a product purchased from us we will be happy to offer a refund. The item/s however must be retuned in a new and unused or unopened condition with its original packaging still intact.
If we have delivered the incorrect item to you, your purchase has arrived damaged or if a product becomes faulty within its manufacturer’s warranty period we will arrange to collect and replace or issue you with a refund.
When shopping with us please take your time to make your selection and double checking you have the right product before placing your order. Unfortunately, any postage costs incurred to return a product that has been incorrectly ordered are at the expense of the customer. We will not be able to issue refunds for products maliciously damaged.
Shipping and Fees
At Present we use DPD to ship most of our products and delivery will be on a Next Working Day Service except for delivery to the below listed post codes will be approx. 2 working days.
Orders over the value of £65.00* will be shipped free of charge (subject to weight and size).
Due to the weight and size of some of some of the products we sell, such as poultry and equine feeds, we reserve the right to add a shipping and handling fee to your order’s total. This reflects the additional costs incurred from the carrier/courier company and will be calculated at checkout. Orders qualifying for free delivery will also be liable to incur additional fees.
Surcharges will also apply when shipping to the following post codes:
| AB36-38,AB55-56 | 48 Hrs | £19.99 per 40Kgs (up to 120kg) |
| BT | 48 Hrs | £19.99 per 40Kgs (up to 120kg) |
| HS1-9 | 48 Hrs | £19.99 per 40Kgs (up to 120kg) |
| IM | 48 Hrs | £19.99 per 40Kgs (up to 120kg) |
| IV1-56, IV60-63 | 48 Hrs | £19.99 per 40Kgs (up to 120kg) |
| KA27-28 | 48 Hrs | £19.99 per 40Kgs (up to 120kg) |
| KW1-17 | 48 Hrs | £19.99 per 40Kgs (up to 120kg) |
| PA20-78 | 48 Hrs | £19.99 per 40Kgs (up to 120kg) |
| PH1-4, PH50 | 48 Hrs | £19.99 per 40Kgs (up to 120kg) |
| TR210, TR220, TR230, TR240, TR250 | 48 Hrs | £29.99 per 40Kgs (up to 120kg) |
| ZE1-3 | 48 Hrs | £19.99 per 40Kgs (up to 120kg) |
Day of Delivery
You will receive a text or email from DPD the day before delivery and then again on the day advising you of a 1-hour delivery time slot. Please note All deliveries will need to be signed for and that it is your responsibility to ensure that someone is available to do so. If no-one is available to receive the order after further attempts to deliver fail with the parcel/s being returned to us should you require us to resend the order further delivery charges may be applied.
Please note DPD’s delivery service has options to change the date of delivery or to have parcels left in a safe place or with a neighbour.
When accepting your order please ensure the number of parcels you receive matches the consignment note and if the box/boxes or its contents are damaged please mark the consignment note or advise the courier to Mark the shipment as being “Damaged” and if possible email us photographic evidence.
Faulty, Damaged or Incorrect Goods
It is very important to us that you receive your order in perfect condition. However, if something does arrive damaged or faulty, or an item is missing, please let us know right away and we will work quickly to rectify the issue, either replacing or collecting items.
Refunds and Cancellations
We hope you are happy with your order but if for any reason you need to return something, we are here to help.
If you would like to cancel your order, please let us know as soon as possible. Please note that once your order has been dispatched it cannot be cancelled. In this case, please wait to receive the order and then contact us accordingly. Please note that all shipping fees to return an order are at the cost of the consumer and please ensure the goods are returned within 14 days of receipt and in their original packaging being new and unused.
Prices and Payment
All prices and charges on our website are shown in UK pounds sterling and are inclusive of any VAT payable. Delivery charges are calculated separately, you can find information on these under the Shipping and Fees section on this site.
Returns, Cancellations and Refunds
As part of our returns process please note that whilst the products are in your possession awaiting pick-up it is your responsibility to ensure they are kept safe and available to collect. For more information, please see our shipping and returns section.
Product Availability
Unfortunately, some products from time to time may be out of stock. We aim to inform you of any out of stock as soon as possible after you have placed your order. We will hold these items on a back order if you wish, but despatch the rest of your order, you will not be charged for additional deliveries due to out of stocks.
To return your item just follow these easy steps:
- Pack everything up securely. Please include a copy of the invoice that you received with your order.
- Please tell us the reason for your return. You can always do this beforehand by emailing us atsales@petpioneers.co.uk so we know to expect your package.
- Post back to us at the address below. For your protection we recommend that you use a recorded delivery service when returning your item(s) back to us, as we are not liable for any loss or damage whilst in transit.
You will be refunded the original price paid for the goods in question; excluding any original delivery charges you may have occurred. Please note that you are responsible for the costs of returning the item.
What address do I post my purchase back to?
Pet Pioneers, The Maypole Pet & Garden Centre, Maypole Road, Wickham Bishops, Witham, Essex CM8 3LX