Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging.

To start a return, you can contact us at hello@supernaturepet.co.uk.

If you received a faulty or incorrect item, we will arrange collection or cover the cost of return postage, however if you have ordered incorrectly the cost of return postage will be covered by you. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@supernaturepet.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Shipping costs are not refunded, and return costs are the customer’s responsibility unless agreed by Supernature Pet.

Discounts

Discounts may be offered at various times throughout the year, but these can be paused or withdrawn without notice.

During major promotional periods - such as Black Friday or bank holidays - all other discounts may be temporarily suspended.