Our returns policy is applicable to all of our products up to 30 days from the date of purchase. After 30 days have elapsed we regret that we are unable to offer you a refund or exchange unless the item is faulty.
If requesting a return, the item must be unused, complete with original packaging and in the same condition that it was in when you received it (unless it was damaged in transit).
Once your returned item is received and inspected, we will send you an email to notify you that we have received the item and that we are processing your request. We will also notify you of the approval or rejection of your refund.
If you’re request is approved, then your refund will be processed, and a credit will automatically be applied to your card or original method of payment, within ten working days.
LATE OR MISSING REFUNDS
If you haven’t received your refund after ten days please check with your bank or payment company. Sometimes it can take a few days for it to show up in your account. If you have checked and they have no record of the refund, then email us at email@example.com and we will chase it up for you.
We offer a 12-month warranty on all of our items and will repair or replace any item that stops working within one year of purchase. This warranty is not applicable on items that may have been misused and repairs or replacement items are issued at our discretion, following inspection of the faulty item.
In addition to our 12-month warranty we will also replace any item that is damaged in transit, within 30 days of receipt. If you would like to exchange a damaged or faulty item, please email firstname.lastname@example.org and then return the item to us for inspection at the address below.
All returned items should be securely packaged and returned along with your name, address and order details clearly stated and included with the item.
Gravitis Pet Supplies
By The Way Farm
You will be responsible for paying for your own shipping costs for returning your item and these shipping costs are non-refundable. The returned item is your responsibility until it reaches our depot. If you are returning an item with a value of more than £50, you should consider using a trackable shipping service or purchase shipping insurance. We regret that we cannot accept responsibility for any returned items that have been lost in the post.
The time it takes for a repaired or replacement product to reach you may vary depending on where you live. If you are concerned that a replacement item is taking too long to arrive then please email email@example.com to check on the item’s progress.