Return & Refund Policy
Cancellation Period / Timeframe
Orders must be cancelled before dispatch (each working day at 2 pm).
To cancel an order please contact as soon as possible on sales@hugglepets.co.uk or 01902 494860. If an item has been dispatched we are unable to cancel the order and the customer would need to return the item at their own cost in exchange for a refund on the product only.
Shipping & Packing Costs
UK delivery only
Free delivery on orders over £39*
Next working day Delivery is available on eligible products.
*Delivery charges can vary depending on geographical locations. Please contact us before placing your order or use the postcode calculator at checkout.
Delivery Charge on Returning Goods
Customers must return items at their own cost as this will not be refunded.
Damaged / Defective / Incorrect Goods
Damaged, Faulty or Incorrect Goods delivered must be reported within 48 hours of receipt. Photographic evidence of the product, packaging and shipping label must be sent. Without this evidence, we are unable to resolve the issue. As we have to follow the guidelines for the couriers as per their terms and conditions. Once this evidence is provided we will be able to advise accordingly as each situation is unique. If an item is clearly damaged before taking delivery please mark the couriers delivery as “item not checked” or “item damaged”. As some couriers will refuse any claim of damage if the goods are signed for in good condition.
Products Returned Exceeding the Cancellation Period
Products returned exceeding the 30-day return policy are subject to a late return fee of 15% deductible from their refund.
For further information please contact the customer services team at sales@hugglepets.co.uk
Terms and Conditions
Click here to read our Terms & Conditions
What is the policy on returning goods
Items must be returned unused in original packaging within 30 days of purchase. It is recommended that customers return items with a tracked and insured courier service as we will not be held responsible and therefore will not refund damaged or lost goods.
How to request a return or a refund
To request a return or refund, please contact the customer services team: sales@hugglepets.co.uk
Out of Stock Products
We endeavour to keep all items that are advertised available (the website will show if an item is out of stock when it is selected, therefore not allowing it to be added to the basket). On rare occasions, items may become unavailable due to a variety of reasons including – damaged stock – inventory errors – technical faults. If this is the case we will contact you and offer a replacement or a refund for all or part of your order.
