RETURNS & ReFUNDS

What happens if I am not home when they deliver?

You should receive a card through your door if no-one is at home to collect your parcel. It will then be sent to your local Post Office. 

Can I get a tracking number? 

If you have opted for Tracked Delivery then you will be sent a tracking number once your order has been dispatched.

We do not currently track our standard deliveries. This is because as a small company, the cost would be a lot higher and we would not be able to keep our postage prices as reasonable as they are for our customers. 

What should I do if my order has not arrived? 

If you are in the UK and have not received your order within 6 working days of the date on which you ordered, or outside the UK and have not received your order within 20 days of the date on which you ordered then please drop us an email on support@rockyspetproducts.co.uk

We cannot be held responsible if the address you have given is incorrect. It is the responsibility of the customer to give a complete and accurate address to ensure correct delivery of the parcel is made. Please note that if the Royal Mail tracking number shows that your parcel has been delivered, you will need to contact Royal Mail to get a reference number before we can look into organising a replacement. 

Returning online orders:

Rocky's Pet Products accepts returns and exchanges of unwanted items within 14 days of the order being delivered, either to the shipping address you've provided or delivery office/collection point. In the event that you're not at the shipping address to sign for your parcel at the time it's delivered, the 14 day policy will start from that date regardless of how many days/weeks you leave it before picking it up from the delivery office/collection point. Unfortunately, we cannot be held liable for delays in collecting parcels. Only products returned in perfect condition and in their original packaging will be refunded. Refunds will be processed within 5 working days from when we have received your products. It can take up to 10 working days for the refund to show in your bank account. You will be required to pay return postage for an item unless it arrives damaged or faulty in which case we will require photographic evidence. We do not offer pre-paid returns. 

Please post your return securely as we can not be held liable for returns that go missing in transit.

Returned orders are your responsibility until they reach us. Please ensure that they are packed up properly and can't get damaged on the way. We always recommend using a signed for service. This way you will receive a tracking number and proof of delivery once the parcel has been signed for by us. If you choose to return your item using normal untracked delivery then please ensure you get proof of postage otherwise we cannot be held responsible if the item goes missing on its return. 

Please send all unwanted orders back to our HQ:

Rocky's Pet Products

3 Keir Hardie Close

Liversedge

West Yorkshire

WF15 6JG

Please don't forget to include your name, address and order number with the parcel. If the returns form and/or order details are not included this will delay the returns process and we cannot guarantee that we will be able to process the return within the allocated time mentioned. 

ONCE WE HAVE RECEIVED YOUR PACKAGE, YOUR REFUND/EXCHANGE WILL BE PROCESSED WITHIN 14 WORKING DAYS OF RECEIPT. You will receive a confirmation email detailing the refunds process.

REFUNDS can take up to 14 WORKING DAYS from the day the confirmation email is sent. This is dependant on banking providers terms, how long they take to process transactions and the processing times at our end as our team works through each return individually. We say working days as the bank and HQ works within working days only and not weekends/bank holidays.  Rest assured we always aim to process refunds within the allocated time provided so please allow up to this time. 

Faulty/Damaged returns:

Customers are entitled to a full refund up to 30 days after receiving the goods if they turn out to be faulty. Any item(s) where a fault has been caused due to customers negligence, such as, but not limited to, not following the care instructions, we will not be held responsible. Only manufacturing faults will be considered.

If an item is deemed to be faulty upon it being delivered we will require photographs immediately upon delivery of the faulty item showing the fault. These images can be sent to our email address support@rockyspetproducts.co.uk and one of our team will respond within 5 working days. Although we do require images of the faults, no final decision of fault will be processed until the item is inspected in person by our returns team.

Please contact us via email support@rockyspetproducts.co.uk to make us aware of this issue prior to return. We will contact you in writing to confirm the next actionable steps within 2 working days. PLEASE NOTE: If products are returned back to us in a manner in which we are not able to re-sell we can not accept this return.

Exchanges:

Exchanges are super easy. Just request what you would like on your returns form and as soon as we receive it we will be in touch. We will aim to get this exchanged for you as soon as possible so please allow 2/3 days before this is processed.

Late returns:

If orders are returned after the 14 day allocated return time, it will be at the discretion of the returns team to accept this return.

Contact:

EMAIL: support@rockyspetproducts.co.uk