Returns & Refunds

1. Tell us about your return

Email petfoodhull@gmail.com, WhatsApp +44 7761089575, call us, or write to our address below. Include your order number or other proof of purchase and the items concerned. A reason is not required for a statutory change-of-mind cancellation. Contacting us helps arrange the return, but prior approval or a returns number is not required to exercise your statutory rights.

2. Online, phone and message orders

For eligible consumer purchases agreed at a distance, you can cancel before delivery or within 14 days after the day you receive the goods, without giving a reason. For one order delivered in separate parts, the period runs from receipt of the last item. Then send or hand the goods back within 14 days after telling us. These rights also apply to purchases concluded online for collection; a reservation followed by a purchase in store is different.

3. Pet food and exceptions

Unopened dry food and tins with a long shelf life are not automatically excluded from cancellation. Cancellation does not apply to goods liable to deteriorate or expire rapidly, or sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery. This may include opened food bags, tins, trays and pouches where that exception applies. Opening only an outer delivery carton does not itself remove your rights. These exceptions never remove your rights concerning faulty or misdescribed goods.

4. Returning eligible goods

Return goods to our address below. Please pack them securely and retain proof of posting. For change-of-mind cancellations, you pay the direct return cost; any collection service must be agreed separately. For items too large for normal post, we will give the return-cost information before you buy. You may inspect goods as you would in a shop. We may deduct a lawful reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. There is no cancellation or restocking fee.

5. Refunds after cancellation

We refund using your original payment method, unless you expressly agree otherwise, without a refund fee. Refunds are made without undue delay and within 14 days after we receive the goods back or evidence that you sent them, whichever is earlier. We may withhold reimbursement until then unless we offered to collect. If you cancel the whole order, we also refund the least expensive standard outbound delivery charge we offered. Extra charges for an upgraded delivery service are not refundable.

6. Faulty, damaged or incorrect products

Contact us promptly if goods are faulty, damaged, unsafe or not as described. Stop using food you suspect is unsafe. Photos, the batch number and best-before date help us investigate, but are not conditions of your statutory rights. You normally have a 30-day short-term right to reject non-conforming goods for a full refund; this can be shorter for goods reasonably expected to perish sooner. Rights can continue after 30 days, including replacement and, where applicable, a price reduction or refund. We bear reasonable return costs for valid faulty-goods claims; contact us to arrange these. An agreed refund is made within 14 days of agreeing that you are entitled to it.

7. Purchases made in store

We do not offer change-of-mind returns for purchases concluded in our shop or warehouse. This does not affect your rights if goods are faulty, unsafe or not as described. Sale items have the same statutory protections. These consumer terms do not determine business-to-business returns, which are subject to the relevant contract and applicable law.

Optional cancellation form

You can copy this form into an email or print it. You do not have to use it: any clear statement of cancellation is sufficient.

To: Paradise Pet Food Store, Unit 1B, Marfleet Industrial Estate, Burma Drive, Hull HU9 5SD, United Kingdom; petfoodhull@gmail.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods:
Ordered on [*]/received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.