Refund & Returns Policy-Set Pet Sale (MS ECOMSHARK LTD)

At SetPetSale, we want you and your pets to be pleased with every purchase. As a trusted UK online pet store, our goal is to provide high-quality pet accessories, dog toys, cat supplies, and grooming products delivered fast and securely.

We understand that sometimes things don’t go as planned, perhaps your pet doesn’t like the toy, the product wasn’t the right size, or an item arrived damaged. That’s why we have created this clear Refund & Returns Policy to make your shopping experience with us stress-free.

By shopping at SetPetSale, you agree to the terms outlined in this Refund & Returns Policy.

1. Eligibility for Returns

We accept returns on most items purchased from our store, provided that:

  • The return request is made within 15 days of delivery.

  • The product is unused, undamaged, and in its original packaging.

  • Proof of purchase (order number or invoice) is provided.

⚠️ Please note: For hygiene and safety reasons, certain items like pet grooming tools, food, treats, and bedding may not be eligible for returns unless they arrive damaged or defective.

2. How to Initiate a Return

If you would like to return a product:

  1. Contact us at support@setpetsale.co.uk within 15 days of receiving your order.

  2. Provide your order number, product details, and reason for the return.

  3. Our customer service team will guide you through the return process and provide the return address.

Once approved, you can ship the product back to us.

3. Who Pays for Return Shipping?

  • If the product is faulty, damaged, or incorrect, we will cover the return shipping costs.

  • If you are returning the product for personal reasons (e.g., your pet didn’t like it, or you changed your mind), then you will be responsible for return postage.

We always aim to make returns fair and transparent for all customers.

4. Refunds

Once we receive and inspect your returned item, we will process your refund:

  • Refunds are issued within 5–7 business days after receiving the returned product.

  • The refund will be credited to your original payment method (e.g., Stripe, card, Revolut, etc.).

  • Depending on your bank, it may take an additional 3–5 days for the refund to appear in your account.

Refunds are always for the product cost only. Shipping fees (if any) are non-refundable, unless the item was faulty.

5. Exchanges

Instead of requesting a refund, you may choose an exchange for another product. For example:

  • If your dog toy was the wrong size, you can exchange it for a larger one.

  • If you ordered a cat scratching post that arrived damaged, we can replace it free of charge.

Exchanges are processed as soon as we receive your original returned item.

6. Damaged or Defective Items

We take pride in carefully packaging all products, but sometimes accidents happen during shipping. If you receive a damaged, defective, or incorrect item:

  • Contact us immediately (within 48 hours of delivery) at support@setpetsale.co.uk.

  • Provide clear photos of the product and packaging.

  • We will arrange a replacement or full refund at no extra cost to you.

7. Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following unless they are faulty:

  • Opened pet food or treats

  • Used grooming products

  • Personalised or custom pet items

  • Clearance or sale items

This ensures that all pet products we resell are safe, clean, and fresh for your pets.

8. Late or Missing Refunds

If you haven’t received your refund within 10 working days after our confirmation:

  1. First check your bank account again.

  2. Contact your card provider or bank, as it may take time for refunds to officially show.

  3. If you’ve done all of this and still have not received your refund, please contact us at support@setpetsale.co.uk.

9. International Returns

Currently, SetPetSale only serves UK customers. If you are outside the UK and somehow placed an order, please contact our support team immediately to discuss your options.

10. Frequently Asked Questions

Q1: How long do I have to return my pet order?
You can return eligible items within 15 days of delivery.

Q2: Who pays for return shipping?
If the item is faulty or incorrect, we pay. If you changed your mind, you cover the return postage.

Q3: Can I return dog toys or cat products if my pet doesn’t like them?
Yes, as long as the product is unused and in its original packaging.

Q4: How long does it take to get a refund?
Refunds are processed within 5–7 working days after receiving your returned item.

Q5: Can I exchange an item instead of a refund?
Yes, exchanges are available for different sizes, styles, or replacements of defective products.

11. Contact Us

If you have any questions about our Refund & Returns Policy, contact us at:

MS ECOMSHARK LTD
Email: support@setpetsale.co.uk
Phone: +44 7832 624118