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Return Procedure


We hope that you are pleased with your purchase.  Should you wish to return anything bought from us, we will happily refund or exchange a product provided it is in a fully resalable condition and returned to us within 30 days of purchase (This is extended for Christmas till January 5th).  The item should be in perfect condition and complete with original packaging, we are unable to accept part used returns of food and damaged products (unless delivered damaged). We regret that we also cannot, by law, accept returns of any medication including all flea treatments and wormers. If you return a medicine to us all we can do is dispose of it for you as it cannot be resold.  This does not affect your statutory rights.

If we find that the product has not been returned to us in a fully resalable condition, we reserve the right to refuse a refund on an item, or deduct up to 50% of the original selling price from the refund amount.

Hygiene Regulations (Important) Due to Health and Safety regulations plus the potential hygiene issues associated with the inspection and handling of Footwear and Horse Clothing, we are unable to handle and inspect any items returned to us unless they are clean and dry (Health and Safety Act 1974).

You can start your return process right now as well as getting a unpaid shipping label here

Returning your item

You can post the return item back to us using a postal/courier service of your choice.

You are responsible for the cost of returning an item for refund or exchange unless your item is faulty. Where possible, we recommend that you obtain a proof of posting. Please note that Pet N Pony cannot be responsible for any posted items until they arrive at our returns address.
If returning an item that has been delivered faulty/broken then please contact us to confirm postage cost's  as we will pay the cost of posting the returned product. If we aren't informed of posting cost's we will refund up to a maximum of £5 only.

Returns Address

Pet N Pony
49-51 Dragonville Ind. Park
Dragon Lane
County Durham
DH1 2XU

Please complete the returns form and include this with your returned items.

Exchange an Item

If you wish to exchange your item for another item from our range, different size fitting or other reason, you can do so within 14 days of receipt of the item. The item should be in perfect condition and complete with the original packaging. Please see Returns Procedure for details on sending your item back to Pet N Pony.  On receipt of your item for exchange, your replacement item will be dispatched back to you, the timescale for which will be dependent on available stock.

If you have any questions on exchanging your items please don’t hesitate to contact our web sales department on 0191 384 0900

Guarantee

Certain products are guaranteed for 12 months with a manufacturers guarantee, valid from the date of receipt and providing they are used in accordance with the manufacturers recommendations (fair wear and tear). If you have any questions regarding the guarantee, please ask your Pet N Pony sales consultant when making your order. In the event of any dispute or uncertainty about the validity of the item for replacement or refund under the guarantee, Pet N Pony reserve the right to return the item to the manufacturer for their own assessment and feedback. Please allow up to 30 days for an exchange or refund in such instances. This is an addition to your statutory rights. If you have any further questions, please contact Pet N Pony on 0191 384 0900.

 

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