Please note - the recipient is responsible for paying any duty/excise/other tax that they may be charged at the destination country. To find out more about tax on receiving goods from abroad, please contact your country's customs office. If parcels are returned to us by Royal Mail for any reason, we reserve the right to charge for re-delivery. As with any internet shop, delivery is out of our hands once the order has been sent.

[Back to Top]

Returns and Exchanges
We believe you will be delighted with every pet you adopt from the Electronic Pet Shop. However, understandably things may very occasionally go wrong, and if this happens, we want to make it as easy as possible for you to get it sorted.

If you do need to return an item to us, please contact us first so that we can authorise your return and advise you on the returns address and any documents you may need to include. If you haven't checked with us first to get the go-ahead, we will not be able to process your return.

IMPORTANT - All items being returned are the responsibility of the customer until they reach us. For this reason, it is highly recommended that you obtain and proof of posting receipts from the Post Officekeep all your postage receipts and use a delivery service with guaranteed compensation for loss or damage in transit up to the value of your item, such as Royal Mail Recorded Signed For, Special Delivery, Standard Parcels with additional cover, or for international customers, Royal Mail International Signed For or Airsure.

• Damaged or Faulty Items
  If you believe your pet to be faulty on arrival, please let us know within 1 month of purchase. We will advise you on steps to take to deduce whether your pet really is faulty or if it was just temporarily misbehaving (animals can be mischievous!). If you conclude that your pet does have a fault, we will get back to you within 1-2 working days to let you know whether we will be sending a replacement right away, or if you need to send the original pet back for a refund or replacement. If you are in the UK and it is necessary we will reimburse you with the cost of sending the item back to us, so for us to do this please enclose a copy of the postage receipt or email us a scan of it. Unfortunately we are unable to reimburse postage costs for pets sent outside of the UK. Returned pets will be thoroughly checked over and if they do prove to be faulty, we will send you the replacement or repair as soon as possible. If the correct item is not in stock, we will send you the closest alternative upon your approval, or issue you with a refund (with the payment method you initially used, unless postal order) or an account credit if preferred. If the item proves not to be faulty, we will either charge to have the item sent back to you, or if you prefer we can keep it and issue you a refund for the item (minus postage, packaging and gift-wrap charges), provided the item is in a re-sellable condition with all parts and packaging included. Unfortunately we are not able to refund any pets purchased outside of our standard 30 day guarantee.

• Unwanted Gifts
  It's understandable that you might be given a pet and not be able to care for it, because you already have one like it or you have too many animals to look after. If this is the case, we will refund you the money for the item, minus any extra costs incurred in the processing of the order (i.e. postage and packaging charges and gift wrapping). It will also be your responsibility to cover the cost of sending the item back to us. Items must be returned within 30 days of receipt in a perfect re-sellable condition with all parts, accessories, packaging, instructions etc. Please also include the receipt that came with your order. We will issue the refund only once the item has been thoroughly checked over, and refunds will be issued using the same method as the payment was initially made, unless postal order. Alternatively, we can credit your Electronic Pet Shop account with the relevant amount. If you've been given the item as a present and have a gift receipt, we can only issue a refund as credit in your account, so for a card, PayPal or cheque refund, please get the buyer to contact us.

• Wrong Item or other Order Mistake
  If you receive the wrong item due to a fault that we have made, we will replace it for the correct item or issue you with a refund or account credit instead if you feel this is necessary. Any wrong items must be returned within 30 days of receipt in a re-sellable condition with all parts, accessories, packaging, instructions etc. We will send you the correct item as soon as possible. If the correct item is not in stock, we will send you the closest alternative upon your approval, or issue you with a refund (with the payment method you initially used, unless postal order) or an account credit if you prefer. We will also reimburse you with the cost of sending the item back to us, so please enclose a copy of the postage receipt or email us a scan of it, in order for us to do so.

• Return of Electrical Pet for correct disposal
  Electronic Pet Shop complies with the Waste Electrical and Electronic Equipment (WEEE) directive. This means that when a purchase is made through ElectronicPetShop.com we allow customers to return an equivalent model for correct disposal free of charge. More information about the directive can be found here.

Refunds are given at the discretion of ElectronicPetShop.com. If any goods are returned incomplete, damaged, soiled, or used, then we reserve the right to impose a charge. We reserve the right to restrict returns to unopened or defective products at our discretion.

[Back to Top]

Related Links
You'll be able to find useful information in the following pages to help you out with your adoption, if you're still unclear about something:

• Payment Methods
  We offer a safe and reliable online payment system, but click here if you need any more info about it or our alternative payment methods.

• Privacy
  We never pass your details onto anyone outside of Electronic Pet Shop, and this page will give you all the finer details.

• Security
  ElectronicPetShop.com stores and processes information using a safe and secure system. To read more, check out the Security page.

• Terms and Conditions
  All the boring small print that you have to accept before you buy from us. Don't worry, it's nothing unexpected. You won't be signing your life away!