Pet Food Cyprus - Returns Policy

Returns & Refund

Changing or canceling your order

Unfortunately we are unable to make changes to an order once it has been placed. If you would like to cancel an order, please e-mail cs@petfoodcyprus.com. Provided the processing has not yet started and it is not with a third party supplier, our team will be able to cancel the order for you. If your products have already been delivered, then you will need to follow our returns procedure.

Tracking your orders

When deliverying your items with a third party supplier we will provide you with a tracking number. This will be send via SMS, via e-mail or will be found in your account section under previous orders.

If we are deliverying your order you will be notified one working day before approximately of the time your delivery will be made.
If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our customer service on cs@petfoodcyprus.com. Our office hours are Monday to Saturday 9am to 7pm.

Previous Orders

All previous orders and their current status can be found under My Account -> My Orders.

How to Return products

If you are not pleased with your order or need to return anything bought from us. We will be happy to refund your products. Please see our refunds policy contained in our terms & conditions.

Returns via a Store

You may visit any of our couriers store to return your products. You may be charged by the courier if we are not notified beforehand. You will also need to provide the original receipt, invoice and/or delivery note. Returns will not be accepted if you cannot produce an original receipt, invoice and/or delivery note.

Wrong Color of Product

Images on our Website may vary depending on your device's display quality. Whilst every effort is made to reproduce images of the Products in the most accurate way possible, these images are for illustrative purposes only and your Products and their packaging may vary from those images for example, in colour, size, pattern and texture. If the description on our website is accurate to the barcode of the product you are sent, refunds will not be permitted.

Clothes

Clothes may not be returned without their hangers and protective packaging.

Cat Scratchers

Once a Cat Scratcher has been setup or removed from it's packaging, we do not accept returns.

Refund policy

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product, provided (in the case of any non-defective products) it has not been unnecessarily handled, i.e beyond the handling that you would do in a shop to decide whether to purchase the product. Return claims should be made within 3 days of the delivery date and in original, undamaged packaging.* Please see below for exceptions to this policy. If the product returned has been unnecessarily handled, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights. *Products we are unable to refund. We are unable to offer a refund on personalised goods (such as pet id tags) unless they are faulty. We will not refund any pet food which has been opened, even if this was sent by mistake and/or is not the pet food you ordered. We will not refund any pet foods which have more than 3-4 scoops of food missing from the bag. Any returns concerning anything edible must be made within 48 hours of receiving the delivery, else our refund policy is to not accept returns.

Delivery Charges

We will refund delivery charges for items that are delivered damaged, faulty or incorrectly. We will not refund delivery charges if you simply do not want the products.

Faulty or Damaged goods

In the unlikely event that you receive a faulty or damaged item, we will speak with our supplier and investigate the issue. This can take up to 30 days, once we have an answer from our supplier we will contact you to inform you of how the issue will be dealt with.

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