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Returns and Refunds

  1. Returns
  • 1.1 To return the goods to us, all you need to do is pack everything up securely in its original packaging and post it back to us at the following address: Itch Petcare, 7 Maple Park, Low Fields Avenue, Leeds, LS12 6HH. Please remember to get proof of postage.
  • 1.2 Because of the nature of our goods, unless an item is faulty, we can only accept returns of unsealed and undamaged goods.
  • 1.3 Unless the goods we have supplied are faulty, you must pay the costs of returning the goods to us.
  • 1.4 In the unlikely event that your order has arrived damaged, please contact our customer services team on 020 3370 0905 or email us at [email protected].
  1. Refunds.
  • 2.1 How we will refund you. We will refund you the price you paid for the goods, including delivery costs (if applicable), by the method you used for payment. However, we may make deductions from the price, as described below.
  • 2.2 Deductions from refunds if you are exercising your right to cancel. If you are exercising your right to cancel:
  • (a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
  • (b) The maximum refund for initial delivery costs (if any) will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer a premium delivery service at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
  • 2.3 When your refund will be made. We will make any refunds due to you within 14 days from the day on which we receive the goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us.
Last updated: 20th October 2021.