Refund policy

Return and Refund Policy

We want you to be happy with your purchase from Quadrant Pet Supplies.

Returning an item because you changed your mind

If you buy from us online, you have the right to cancel your order within 14 days of receiving your goods, unless your order contains items listed in the Non-returnable items section below.

If you wish to cancel, please contact us within 14 days of delivery. You then have a further 14 days to return the goods to us.

Items must be returned unused, in their original condition, and in their original packaging where possible.

Unless the item is faulty, incorrect, or damaged, the cost of returning the item is your responsibility.

Refunds

Once we receive the returned item, or proof that it has been sent back, we will process any refund due within 14 days.

Refunds will be made to the original payment method used for the order.

If you paid for delivery, that cost will be included in your refund where required by law. 

Faulty, damaged, or incorrect items

If your order arrives faulty, damaged, or incorrect, please contact us as soon as possible so we can put it right.

Where an item is faulty, damaged, or not as described, you may be entitled to a  replacement or refund in line with your legal rights.

Non-returnable items

The following items are excluded from the 14-day cancellation right by law and cannot be returned unless they are faulty or not as described:

• Perishable goods — including frozen, raw and fresh pet food and treats, which deteriorate rapidly and cannot be returned for hygiene and food safety reasons
• Opened consumables — including dry food, treats, supplements, flea and parasite treatments, grooming products, and any other sealed goods where the hygiene or safety seal has been broken after delivery
• Personalised or special-order items — including any product made or customised to your specification

If you are unsure whether an item is returnable before placing your order, please contact us.

How to request a return

Please contact us using the contact details on our website, quoting your order number and the reason for the return.

If your return is accepted, we will provide instructions for returning the item.