Return & Refund Policy
At Sunningdale Pets, we want you to be completely satisfied with your purchase. If you are not happy with your order, we offer a simple and transparent return and refund process for orders delivered within the United Kingdom.
1. 30-Day Return & Exchange Window
We accept returns and exchanges within 30 days from the date of delivery.
To be eligible for a return, your item must be:
- Unused, unworn, and unwashed, in the same condition that you received it
- In its original packaging with all tags and labels attached
- In resellable condition
2. Return Process & Costs
We aim to make returns as simple as possible.
Return Method:
Returns are accepted by mail only
Return Shipping Cost:
Free. We provide a pre-paid printable return label for all eligible returns.
Restocking Fee:
No restocking fee will be charged.
Return Authorization:
Please contact us before sending any items back to receive a Return Authorization.
3. How to Start a Return or Exchange
To initiate a return or exchange, please follow these steps:
- Email us at Info@sunningdalepets.co.uk with your Order Number and the reason for the return.
- Once approved, we will send you a Free Pre-paid Return Label along with return instructions.
- Print the label, attach it to your package, and drop it off at the designated carrier location.
4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at Info@sunningdalepets.co.uk.
We will arrange either:
- A replacement item, or
- A full refund
at no additional cost to you.
5. Refund Process
Inspection:
Once we receive and inspect your returned item, we will notify you regarding the approval or rejection of your refund.
Processing Time:
Approved refunds are processed within 7 business days.
Refund Method:
Refunds will be issued to your original payment method.
Currency:
All transactions and refunds are processed in British Pound Sterling (GBP £).
6. Exchanges
We offer exchanges for:
- Different sizes
- Different colors
- Alternative products of equal value
within the 30-day return period.
Once your returned item is inspected and approved, the replacement item will be shipped to you free of charge.
7. Non-Returnable Items
Certain items cannot be returned, including:
- Personalised or custom-made products
- Items marked as “Non-Returnable” on the product page are due to hygiene or safety reasons
8. Order Cancellations
You may request an order cancellation within 24 hours of purchase.
If the order has already been processed or shipped, you will need to follow the standard return process once you receive the item.
9. Return Address
All approved returns should be sent to the following address:
Sunningdale Pets
Sunningdale Dr, Stockton-on-Tees TS16 9JP, United Kingdom
Contact Us
If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:
Company Name: Sunningdale Pets
Physical Address: Sunningdale Dr, Stockton-on-Tees TS16 9JP, United Kingdom
E-Mail: Info@sunningdalepets.co.uk
Phone: +44 164 278 6000
Business Days: Monday-Friday
Business Hours: 9:00 AM– 5:00 PM
Time Zone: Greenwich Mean Time (GMT)
Response Time: Our support team responds to all inquiries within 24 hours.