To be eligible for a return, you may return new, unopened items and the return if the product is incorrect, damaged by the carrier, or defective in another way within 30 days from the date of receipt for most items.
If you need to return an item, please get in touch with Us with your order number and details about the product you would like to return. We will respond quickly with instructions for returning items from your order.
1. Return Policy
If an item you received from Petsathomeputney is damaged or defective, you can return it by mail for a refund or replacement, please follow this procedure:
Step 1: Contact customer service at +44 7457 412602 or email: support@hollys.store to provide information that consists of (1) the reason for returning and (2) your order number.
Step 2: You will receive a returns form (inc. a returns code) via your email to complete, then print your return label and package the item(s) along with all original packaging & accessories and deliver to this location: 225 Upper Richmond Rd London SW15 6SJ United Kingdom.
The product can only be returned/ replaced if it meets these criteria:
The product is new, and original, with an attached price tag, product label and sticker (if any).
- Product can be only returned if the product is incorrect, damaged by the carrier, or defective in another way. We don’t accept returns in case the buyer changed their mind about a purchase.
- If you receive a defective product, you must notify us within 30 days of receipt. We will offer to repair, replace, or refund the item according to your request.
- The buyer needs to provide pictures (of the product, not the packaging) in case of a damaged product and videos in case of a non-functioning product (for products that are machines and equipment).
Product can be only returned without shipping fees and restocking fees if this happens when the product is incorrect, damaged by the carrier, or defective in another way.
We do not accept any returns after 30 days from receipt.
2. Refund Policy
- You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases, you will receive a refund more quickly. This period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). Refunds on returned items will be issued in the same payment form as tendered at the time of purchase. Once your order cancel request is accepted or we receive and inspect the product, we will credit your account.
Once we issue your refund, it may take additional time for your financial institution to make funds available in your account. Please allow 5-10 days for a credit to appear on your account. If payment was made by check, the refund check will not be issued before 10 business days after the date of purchase.
Please keep in mind: Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $90, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
- Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check your bank account or credit card company, it may take some time before your refund is officially posted and processed.
The refund process typically takes 2-3 business days. However, it’s important to note that some banks may take longer, ranging from 3-5 business days, to process the refund.
If you’ve done all of this and still have not received your refund, please Contact Us.
Please note that: All refunds will be sent back to the payment method of your original payment.