Returns & Refunds

Thank you for shopping at Silver Circle Pets.

If you are not entirely satisfied with your purchase, we are here to help.

Right to cancel:

You have the right to cancel this contract within 30 days without giving any reason. The cancellation period will expire after 30 days from the day on which you, or a third party other than the carrier indicated by you acquires, takes physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email to info@silvercirclepets.co.uk

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Once the right to cancel period has expired, we may still accept returns, although additional charges will be applicable. However, these regulations do not restrict the statutory right to cancel and do not apply during the 30-day cancellation period.

Effects of cancellation:

If you cancel this contract during the 30-day cancellation period, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for the loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay and not later than

(a) 14 days after the day we receive back from you any goods supplied, or

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or

(c) if there were no goods supplied, 14 days after the day on which we were informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay, and in any event, not later than 30 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the 30-day period has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

If you choose to cancel within this period, you are entitled to a full refund, including the standard delivery charges.

To return a product to us:

Please make sure that the product was received by you in the last 14 days.

If you decide to return or cancel a product, as the buyer, you can now initiate a refund or exchange request using your dedicated online portal within 30 days. This should be submitted BEFORE you dispatch any items for return.

Alternatively, you can send an email to info@silvercirclepets.co.uk

Your email should have the following information so that we can process a return:

Your name
Order reference number
Your Address
Email address
Contact number
Date of purchase
Date the goods were received by you
If you originally ordered multiple items, which do you want to return?

When we approve a return, please send the product along with a note indicating whether you want to exchange the product (and if so, what other product you want to order) or a refund. Items must be in new and unused condition. A return address will be provided at the point of returns approval.

Unused condition definition

An “unused condition” of a product means that it should be in a condition similar to how you would find it in a shop. This includes the item showing no signs of outdoor use, wear, pet hair, marks, or scents. The original packaging should also remain intact.

Sending a return back to us:

Some of our products may have delicate physical properties, and the transportation of these items is a difficult business. If the item you wish to return has delicate physical properties, please make sure that any courier used is aware that the contents of the shipment could contain delicate items. Also, make sure that any courier shipment is fully insured to the value of the shipment (retail price).

Damaged or faulty items received by you

If you received a damaged or faulty product, please notify us immediately for assistance.

Loss or damage during return

If you choose to refuse an order without confirmation, it may result in the order becoming lost in transit. In such cases, we will not refund the value of the goods. Any losses or damage incurred from lost parcels will be the responsibility of the person who placed the order. Therefore, we recommend communicating with us before refusing an order to ensure the safe return of the items.

Sale items

Sale items can be refunded.

Contact us

If you have any questions about our Returns and Refunds Policy, please Contact Us