Delivery Policy UK
Delivery methods and costs:
We offer two options for shipping orders: Royal Mail and Evri are the delivery services we utilize.
Free Delivery: Free delivery is offered for orders totaling £39 or more and weighing less than 30 kg.
Available shipping options are:
|
Standard Delivery |
up to 15kg |
from 15kg to 30kg |
Every additional 15kg (over 30kg)* |
|
Zone A |
£3,49 |
£4,99 |
£3,49 |
|
Zone B, C, D |
£4,99 |
£4,99 |
£4,99 |
*If the weight of the parcel exceeds 30kg, an additional charge of £3,49/£4,99 (depends on the delivery area) will be added to the delivery charge for every 15kg of parcel weight.
Shipping costs may vary depending on the weight of the parcel and the region of delivery, so in checkout you will see the final amount for shipping including taxes and surcharges.
Parcel Splitting: A parcel may be split into multiple parts due to weight restrictions imposed by the delivery service. If you do not receive any part of your order, please contact our manager. They will provide you with information regarding the splitting of your order and the whereabouts of your parcel.
Delivery Companies
Orders are dispatched Monday to Friday - excludes Bank Holidays.
Delivery to some areas may also take a little longer; please allow for 24-48 hours (Handling Time is included).
Where We Can Deliver
Our delivery services are available for zones A, B, C, and D only. We regret to inform that we do not deliver to Zone E. Different delivery zones have varying rates, and we encourage you to review these specifics under the section titled "Delivery Methods and Cost" on our website. This will help you understand the shipping fees associated with your location and choose the most suitable option for your needs.
Delivery Times:
Our estimated delivery times may vary depending on your location within the United Kingdom.
Delivery Charges:
Delivery charges may apply and will be displayed during the checkout process. These charges may vary based on your location and the size/weight of your order.
If you have any questions or need further information regarding our delivery services, please do not hesitate to contact our customer support team. We are here to assist you.
Delivery Timings
You’ll receive your order according to the service hired. Delivery can take between two and four working days after ordering. Although we aim to deliver all orders on time, this service is provided by either Royal Mail, Evri and delays can occur beyond our control from time-to-time. In case of delays, we’ll contact you by email.
Processing and Dispatching Your Order
We put all our effort to process your order within 1 working day after receiving your payment or a valid prescription where required. As soon as we confirm and dispatch your purchase from our warehouse, you'll get a tracking number from one of our couriers so you can track your order on their website. You will also be notified via email once your order has been dispatched.
If we cannot process and dispatch your order within 3 working days we will contact you by email.
Please also bear in mind that card payments are automatically processed at the time of the order.
Tracking Your Courier Delivery
The service provided by any of our couriers can be fully tracked. As soon as your order leaves the warehouse, you’ll receive a mail with a tracking number. You will be able to see your tracking number within your account page or the courier’s page. We suggest using the free courier’s app to follow up the status of your parcel.
Returns and Refunds
In case you changed your mind, you are not happy with the product purchased, or you received a faulty item, you have the right to return or cancel your order and receive a full refund up to 30 days after the dispatch date of the item. However, if you have requested a cancellation, but the order has already been dispatched, we won’t be able to cancel and refund the order.
Please also note that we can’t proceed with the refund or return of the following items:
- Items that have been open or used
- Faulty or unfit for purpose
- Perishable items like temperature controlled food
- Labelled products like flea and worming treatments
We are unable to process refunds for items that have been delivered to your doorstep as confirmed by photo evidence showing the item at your residence. If you cannot locate the item post-delivery, please be aware that we have photographic proof that the product was delivered to your address, which obligates us to deny any refund requests. We strongly advise you to track your package using the tracking number provided and communicate with the courier if you anticipate being unavailable to receive it. This will allow you to arrange a more convenient delivery time and ensure the security of your items.
Additionally, we recommend that you thoroughly inspect your item upon delivery for accuracy, size, other specifications, and any damages before opening it. This careful inspection is crucial to facilitate a correct return process should there be any issues. Please note that once the product is opened, we are unable to accept it for return or provide a refund. Ensuring that the product remains in its original condition until fully checked can prevent any complications with potential returns.
Customer Responsibility for Provided Data and Delivery Terms
We would like to remind you of the importance of entering accurate personal data, including delivery addresses and product subscriptions, when placing an order on our website. Please ensure that you carefully review and correctly input all details before confirming your order.
Please understand that the customer is fully responsible for the accuracy and timeliness of the provided personal information. In the event of an error in the address or other data, we cannot guarantee the ability to change or cancel the order, especially if the product has already been dispatched to the specified address or is in transit. Please remember that this is your responsibility, and we cannot process refunds or order changes in such cases.
We recommend that you carefully review and double-check all entered data before confirming your order to avoid such situations. We are always ready to assist you in case of questions or need for additional information. Thank you for your attention and understanding.
Incorrect, Damaged or Faulty Items - What To Do
From time to time, mistakes can occur when packing your items. In case you received a damaged or a faulty item, a picking error has occurred, or you have received different items, you have 30 days to arrange a return/refund. Please report to us within 7 days of receiving your order so we can rectify the problem. The best way to get in touch with us is by sending an email at help@petsmagnet.co.uk with images of the item. Please don’t forget to include your order number!
How to Return an Item
You can return any item by simply posting the item back to us after notifying your return intentions. You have to keep the item and its original packaging intact and accompanied by a written explanation of the return reason. Please don’t forget that you have no more than 30 days to return an item, and you will need to pay the return fees.
You have to send the item to the following address and also keep a proof of postage:
Vaggroup LTD
Unit B, Mulberry Enterprise Park,
Coventry Road, Lutterworth, Leicestershire, LE17 4JB
How to Get a Refund
As soon as we receive your return, our team will analyze the case and send you an email to confirm your refund to the card used to make the purchase. Please note that the refund process can take up to 14 working days. If after that timeframe you haven’t received your refund, we suggest contacting your bank.
Customer Support
Office hours: 9:00am - 4:30pm Monday to Friday (Bank Holiday opening hours may differ)
Tel: +44 800 102 60 07
Email: help@petsmagnet.co.uk
This Returns Policy does not affect your legal rights.