Refund policy

Welcome to Animal Magic Pet Supplies. We want every customer to be satisfied with their purchase. This Return & Refund Policy explains the conditions for returning products and receiving refunds or exchanges.

By placing an order with Animal Magic Pet Supplies, you agree to the terms outlined below. This policy does not affect your statutory rights under UK consumer law.

1. Return Eligibility

We offer a 30-day return period starting from the date your order is delivered.

To be eligible for a return:

  • The product must be unused and in its original condition.
  • The product must include its original packaging, tags, accessories and documents, where applicable.
  • The product must not have been damaged through misuse, neglect, improper storage or incorrect handling after delivery.
  • You must provide your order number or valid proof of purchase.

Returns that do not meet these conditions may be refused or may qualify for a reduced refund, subject to applicable UK consumer law.

2. Return Window

  • You have 30 days from the delivery date to request a return.
  • Return requests submitted after the 30-day period may not be accepted.
  • We recommend contacting us as soon as possible if you wish to return a product.

Your statutory cancellation rights, where applicable, remain unaffected.

3. Return Shipping Responsibility

Damaged, Defective or Incorrect Products

If you receive a damaged, defective, faulty or incorrect product, Animal Magic Pet Supplies will provide a prepaid return label or arrange another suitable return method at no additional cost to you.

Change-of-Mind Returns

If you wish to return a product because you have changed your mind, you will normally be responsible for the return shipping cost unless applicable consumer law states otherwise.

Any refund of the original delivery charge will be handled in accordance with applicable UK consumer law.

4. Restocking Fee

Animal Magic Pet Supplies does not charge a restocking fee.

Restocking Fee: 0%

5. How to Request a Return

To request a return:

  1. Email us at support@animalmagicpetsupplies.com.
  2. Provide your order number.
  3. Explain why you want to return the product.
  4. Attach clear photographs if the product is damaged, defective or incorrect.
  5. Wait for our customer support team to review your request and provide return instructions.

Please contact us before sending a product back so that we can provide the correct return address and instructions. Returning a product without contacting us first may delay the return process.

6. Refund Process

After we receive and inspect your returned product:

  • We will notify you whether your refund has been approved.
  • Approved refunds will be processed within 10 business days.
  • The refund will be issued to the original payment method used for the purchase.
  • The time required for the funds to appear in your account may depend on your bank or payment provider.

If UK consumer law requires a different refund timeframe, the legally required timeframe will apply.

7. Refund Conditions

A full refund may be issued when:

  • The return is requested within the applicable return period.
  • The product meets our return eligibility requirements.
  • The returned product is received in an acceptable condition.
  • The customer provides the necessary order or purchase information.

A reduced refund may apply where permitted by law if:

  • The product has been handled or used more than reasonably necessary to inspect it.
  • The product is returned damaged or incomplete.
  • Packaging, tags, parts or accessories are missing.
  • The product has lost value because of unnecessary handling by the customer.

A refund will not be unfairly refused if a product is faulty, damaged, misdescribed or otherwise protected under UK consumer law.

8. Products That May Not Qualify for a Change-of-Mind Return

A product may not qualify for a change-of-mind return if it has been used, worn, washed, altered, damaged, or handled beyond what is reasonably necessary to inspect it.

This may include:

  • Pet toys showing signs of chewing, excessive wear, staining, or damage.
  • Dog harnesses, collars, leads, or protective dog boots that have been worn, adjusted, altered, or damaged after delivery.
  • Grooming brushes, combs, or similar grooming accessories that have been used or contain pet hair.
  • Feeding bowls, slow feeders, treat-dispensing toys, or hydration products that have been used or exposed to food, treats, water, or saliva.
  • Portable pet water bottles or travel accessories that have been used or are not in their original condition.
  • Products returned without their original packaging, tags, components, manuals, or included accessories, where applicable.
  • Products returned outside the applicable return period.
  • Products damaged due to misuse, neglect, improper storage, accidental damage, or incorrect handling after delivery.

For hygiene and health reasons, certain opened or used pet products may not qualify for a change-of-mind return where permitted by applicable law.

These exclusions do not affect your statutory rights if a product is delivered damaged, defective, incorrectly supplied, or otherwise fails to meet applicable consumer protection laws.

9. Damaged, Defective or Incorrect Products

Please inspect your order as soon as it is delivered.

If you receive a damaged, faulty, defective or incorrect product, contact us promptly at:

Email: support@animalmagicpetsupplies.com

Please provide your order number, a description of the issue and clear photographs where possible. We will review the matter and offer an appropriate solution, which may include a replacement, exchange, repair or refund.

10. Order Cancellations

You may request to cancel an order before it has been processed or dispatched.

If your order has already been dispatched, immediate cancellation may not be possible. However, you may still have the right to return the product after delivery under this policy and applicable UK consumer law.

Please contact us as soon as possible if you want to cancel an order.

11. Exchanges

We may offer an exchange when:

  • A product arrives damaged.
  • A product is defective or faulty.
  • An incorrect product has been delivered.

Please contact our customer support team before returning the product. Exchanges are subject to product availability. If a suitable replacement is unavailable, we may offer an alternative solution or issue a refund.

12. Late or Missing Refunds

If you have not received an approved refund:

  1. Check your bank account or payment account again.
  2. Contact your bank, card provider or payment service.
  3. Allow for your financial institution’s normal processing time.
  4. Contact Animal Magic Pet Supplies if the refund is still missing.

We will review the transaction and provide reasonable assistance.

13. Contact Information

For questions about returns, refunds, cancellations or exchanges, please contact us:

Business Name: Animal Magic Pet Supplies
Business Email: support@animalmagicpetsupplies.com
Business Phone: +44 1620 826229
Business Address: 20 Court Street, Haddington, EH41 3JA, United Kingdom

Important Notice

  • Contact our customer support team before returning a product.
  • Customers are normally responsible for the shipping cost of change-of-mind returns.
  • Keep your return postage receipt and tracking details.
  • Package all returned products securely to prevent damage during transit.
  • This policy does not limit or replace your statutory rights under UK consumer law.