While we do our best to ensure that you have an amazing experience with Buddies Pet Shop, we understand sometimes things don't quite work out. We are 100% committed to ensuring your satisfaction with your order.
Our returns policy is 30 days for most products (unless otherwise specified on individual product page). If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. Where possible, It must also be in the original packaging. You must also contact us first at support@buddiespetshop.com. Please note, if there is a sizing or product issue, we require a photograph showing the issue in your email. This helps us determine the problem with our warehouse.
*Please don't attempt to return anything without contacting us first.
Once your returns request has been reviewed, one of our team will confirm the necessary return instructions.
When it comes to refunds, you have two options:
Cash Refund
We offer 100% cash refunds for any/all item(s) in your order. Your refund will be processed to whatever payment method you used when placing your order.
Store Credit
We offer store credit equivalent to any and all item(s) in your order.
Return Shipping
*Please contact us first at support@buddiespetshop.com in order to arrange your return.
Please note, as we offer free shipping on all outbound packages, we are not able to offer free returns as well. You will be responsible for any and all return shipping costs.
If the item is damaged, proof of damage must be sent to us first at support@buddiespetshop.com. One of our team will review before approving the exchange. Replacement will be sent free of charge.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
When shipping your item back to us, you should consider using a trackable shipping service or purchasing shipping insurance. Please provide us with the tracking details. Without this we cannot guarantee that we will receive your returned item.
Wrong Item :
If for some reason the wrong item is received, we will send the correct item free of charge.
Wrong Address / Shows Delivered but not Received :
We are not responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation.
We are also not responsible for items that show delivered but have not been received. If your parcel shows delivered in tracking and we can verify the correct address was used when ordering, please contact us at support@buddiespetshop.com and we will provide details of your local carrier so you can contact them to lodge a complaint.
In this instance, for lost orders, we can assist with a replacement if the carrier does not first accept responsibility.
Costs to reship the package will be invoiced to the customer.
Unexpected Delays
In some instances delivery may take longer than the standard shipping times stated above. External factors might cause shipping delays such as international customs processing and holidays that we cannot control. Please contact us if your package is taking too long to arrive and we will work with you to resolve any situation.
Due to factors that commonly affect international shipments, such as weather delays, global pandemics, holidays and customs inspections, we are unable to guarantee shipping times or refunds on delays outside of our control.
Personalised and Custom Items
As these items are custom made or personalised for you, no returns or refunds can be accepted for change of mind after order processing has already begun. If after receiving your order it can be ascertained that Buddies Pet Shop has made an error based on your submitted requirements, we will replace the item. Please send a photo of your product as received to our email suppot@buddiespetshop.com if any issues.
In most instances, if it can be verified that Buddies Pet Shop is at fault, a replacement will be processed without the need for you to return your original item.
Any and all cancellations, change requests must be requested within 24 hours of ordering. This can be arranged by contacting us.
Color Discrepancies
Actual colors may vary. This is due to computer monitors displaying colors differently and everyone can see these colors differently. We try extremely hard to ensure our photos are as life-like as possible, but please understand the actual color may vary slightly from your monitor. We cannot guarantee that the color you see accurately portrays the true color of the product. If you are not satisfied with the bed as received, please contact us so we can provide our return details.
Free Gift Claims
At certain points, Buddies Pet Shop may offer free gifts with purchases dependant on spend requirements. Once you are eligible you will be prompted with the gift offer either in the cart or on the page you are visiting. Please note, you must click 'Claim Gift' and have the gift added to your order to be eligible. As we require the gift value to be accounted for and deducted from the total purchase value, if you have not clicked 'Claim Gift,' at the point of purchase we will regrettably be unable to offer the gift to you at a later stage.
