Overview
We accept returns up to 30 days after delivery.
You must notify us within 14 days, including weekends and public holidays, of receiving the goods that you would like a refund.
To be eligible for a refund, your item must be:
- Unused and in the same condition that you received it
- In its original packaging and with any tags or security seals intact
Several types of goods are exempt from being returned, such as:
- Food
- Treats
- Sale products
- Personalised items
To complete your return, we require you to include your order confirmation email or your name, address, phone number and order number. If a refund is agreed, we will arrange it within a reasonable period of the initial email being received by us. It can take up to 10 working days from this point for the payment to be credited to your account.
We will refund the full order amount, excluding the shipping cost if you opted out for it.
You will have to pay the shipping costs for the return.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything, but without it we may not be able to process your refund in the rare event that your item is lost in transit.
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
- If we sent you the wrong product
- If the item damaged of faulty
If that is the case, please email us as soon as possible at support@leospetshop.co.uk with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please do not hesitate to contact us at support@leospetshop.co.uk.
Cancellation policy
You have the right to cancel your order within 14 days, including weekends and public holidays, without giving the reason. The cancellation period will expire after 14 days from the day your order is delivered.. To exercise the right to cancel you must inform us of your decision by email at leospetshop@yahoo.co.uk. You may also use the “Contact us” form, but it is not obligatory.
You must return the goods to us without undue delay. In any event, do this not later than 14 days after the day you let us know you wish to cancel the order.
Please ensure that unwanted goods you are returning are unopened and in any original packaging. We will not refund any items returned which have been opened.
We will process the reimbursement after we inspect the goods. The reimbursement will use the same means of payment you used for the initial transaction.
You will be responsible for the cost of returning the unwanted products to us.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything. However, without it, we may not be able to process your refund. This is important in the rare event that your item is lost in transit.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@leospetshop.co.uk or use the “Contact us” form and we will be happy to assist you with it.
Shipping Policy
We currently ship to UK mainland only.
All orders are usually processed within 2-3 business days, excluding weekends and public holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will notify you via email.
Products ordered from us can be delivered to addresses within the UK (including Northern Ireland). This excludes PO boxes.
We offer Free Standard Delivery to all mainland UK addresses. However, you can opt for Tracked Delivery, if required, for an additional charge. If this is the case, shipping charges for your order will be calculated and displayed at checkout. Applicable delivery charges will depend on the delivery method you select. They will also depend on the location of the delivery address, as well as the size and weight of the products in your order.
Complaints
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact us via support@leospetshop.co.uk. We will respond to all complaints within 7 days.
Please check our FAQ’s if you are still unsure of the above information.