We aim to dispatch orders promptly, with items ordered before 2 pm Monday to Friday (excluding bank holidays) shipped the same day via your chosen delivery method. Free delivery is available for all UK orders sent by Royal Mail 2nd Class post.
Please note that the delivery times provided during checkout are estimates, as most delivery service times are not guaranteed by the mail carrier. Despite our best efforts, we cannot control delivery times once an order has been shipped.
Your satisfaction is our top priority, and we are dedicated to resolving any delivery issues promptly and with minimal inconvenience. Please feel confident that we will do everything possible to ensure you receive your order quickly and efficiently. If you ever have any concerns or questions, please contact us, and we will be happy to assist you.
Due to the ongoing cyber issues affecting Royal Mail (https://personal.help.royalmail.com/app/answers/detail/a_id/12556), we have temporarily suspended overseas deliveries. We apologize for any inconvenience this may cause.
Our return policy is valid for 30 days from the date of purchase. After 30 days, unfortunately we cannot offer a refund or exchange.
To initiate a return, you must inform us at woof@purelovepetsupplements.com and advise the below information:
To be eligible for a return your item must be:
Pure Love Pet Supplements can sometimes, at their own discretion, provide refunds outside of these conditions.
Non-Returnable Items
Partial refunds may be granted in the following situations:
Once your return is received and inspected, we will notify you via email about the approval or rejection of your refund. If approved, you will receive an email with instructions on how to return your item(s). Once received in accordance with our returns criteria, the refund will be processed and applied to your original method of payment.
Once your return is received, we will strive to process it within 10 working days.
Late or Missing Refunds:
If you do not receive the refund email, please check your SPAM/Junk folder.
Check your bank account and contact your credit card company as processing times can vary.
If you still have not received your refund, please contact us at woof@purelovepetsupplements.com
Sale Items:
Only regular-priced items are eligible for refunds; sale items are non-refundable.
We replace items if they are defective or damaged prior to being received. For exchanges of the same item, contact us at woof@purelovepetsupplements.com and send your item to TBA.
To return your product, email us to arrange a product return. You are responsible for the return shipping costs, which are non-refundable. If you receive a refund, and return postage hasn’t been paid, the cost of return shipping will be deducted. We may authorize a refund without requiring you to return the product at our discretion.
For items over £40, consider using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
Our return and refund policy complies with international consumer protection laws, including the European Union’s Consumer Rights Directive, which grants a 14-day cooling-off period for online purchases. Customers within the EU can cancel their order within 14 days of receiving the goods for a full refund, regardless of reason, providing the item is undamaged or not used.
If you are an international customer, please be aware that shipping times and costs may vary. You may also be subject to import duties and taxes, which are not covered by our refund policy.
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