Returns Policy for Stridepets.com
Stridepets.com complies with the Consumer Protection Act and the UK Competition and Consumer Authority’s e-commerce guidelines. E-commerce sales are distance sales within the meaning of the Consumer Protection Act. The customer has the right to cancel any distance sales agreement by a cancellation notice given no later than fourteen (14) days after the receipt of the product. This means that you can familiarise yourself with the product at home/try the product, if necessary, as you would normally do in a shop. If the product does not fit or meet your expectations, you are entitled to return the product within 14 days of receiving your order.
A non-collected package is not considered as a refund. You should notify the logistics company if you have decided not to collect the package.
Please note we only accept returns made on stridepets.com. Any orders placed with our stockist that need returning need to be returned with that particular stockist. If you have any problems with this, please get in touch with us.
2. Sending the Product Back
After filling and sending your return query, please allow two days for a reply in order for us to initiate the return process. After this, you can print out the return label which you should then attach to the parcel and take to your nearest return point. Please keep a copy of the return receipt until Stride Pets has received the parcel. Attach the original Order Confirmation to the returned product.
If you choose another return method, we will not be responsible for any cost related to the return.
3. Product Condition
The returned product must be unused, in unaltered condition, and fit for resale. The product must be shipped well-packaged, in good condition, and preferably in its original box and/or packaging. The customer is responsible for any decrease in value, and Stridepets.com has the right to deduct an amount corresponding to the depreciation of the product from the refundable amount. We always inform the customer about this separately.
4. Refund
When a customer returns an order made in the online store, Stridepets.com will refund the payment using the same payment method used by the customer in the original purchase transaction, unless otherwise agreed. If only part of the order is returned, delivery costs will not be refunded, and we will charge the percentage return fee for a partial return as well.
Stridepets.com, in cooperation with the payment service provider, will refund the paid amount to the customer without undue delay, but no later than fourteen (14) days after receiving the customer’s cancellation notice, provided the purchased product is returned to Stridepets.com as described above. However, Stridepets.com may postpone the refund until the product is received or the customer has provided proof of the return (e.g. delivery certificate).
The refund and return is only eligible for products purchased from the stridepets.com webshop. Any orders placed with our stockist that need returning need to be returned with that particular stockist. If you have any problems with this, please get in touch with us.
5. Product Exchange
Products purchased from the online store will not be exchanged for another product in the online store. If you want to change the product, please place a new order and return the product you have already received from us and allow the returned product to go through the normal returns procedure.
6. Reclamation on Delivered Item(s)
If you have been delivered the wrong product, the wrong number of products, or the product is damaged, you must notify Stridepets.com immediately through the contact form or email at info@stridepets.com
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