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Returns

We're sure that you'll be delighted with your goods purchased online from VIP Pets but if you find that the item is not suitable, then we will be happy to offer a refund or exchange within 14 days of purchase, subject to our terms and conditions.

Items must be returned within 14 days of purchase, and be in their original condition, and packaging and fit for re-sale. Items purchased through the VIP Pets website may be returned for a full refund (excluding delivery charges), or you may wish to return an item for a suitable exchange. Please note postage and packing will be charged for all exchanges, and we do not pay for the cost of the postage for the item you are returning to VIP Pets.

What to do

Log in to your account on our online shop and go into the "My orders" section. View the details of the appropriate order, fill in the reason for the return and tell us whether you'd like a refund or an exchange, and click "Send message".

If you would like to exchange your product, please state which product you would like to exchange it for. We are happy to offer an exchange, subject to availability.

The original receipt must be enclosed with the package. We'll also provide you with a return reference – please enclose this with your receipt, and make sure the item is repackaged securely. Please use a trusted delivery service as VIP Pets cannot take any responsibility for items lost in transit.

Please add the appropriate postage and send your package to:

Returns for VIP Pets
VIP Pets
30-32 Paisley Road West
Glasgow
G51 1LB

Use a trusted and assured parcel delivery service and please make sure the postage is fully paid. If VIP Pets need to pay for additional postage charges, this will have to be deducted from your refund. It is also recommended that you get a proof of postage receipt.

Tracking your return

We will keep in touch with you throughout the returns and exchange process. We will email you to confirm your return has been received, and again when we despatch your exchange item, or when the refund has been credited back to your account.

What if my item was delivered faulty?

In the unlikely event that your item is faulty, please email us at info@vippetsglasgow.co.uk, quoting your order number, explanation of the fault and whether you would like a refund of replacement. Please note that some of the manufacturers we stock will attempt to repair or replace the goods before a refund is issued.

How do I cancel my order?

Once payment has been debited from your account, the transaction will be fully processed, and you will have to follow the returns procedure for a refund or exchange.

What if I received an incorrect item?

In the unlikely event the product you receive is incorrect, please email us at info@vippetsglasgow.co.uk, quoting your order number, stating which item you have received and what item you expected to receive, and we will sort it out!

In all requests for a refund or exchange, if an item has been used or is not fit for re-sale we reserve the right not to offer you a refund or exchange and will return the original product to you.

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