We would like you to be completely satisfied with any purchase. To support this we offer a 14 day no quibble returns policy.
In accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you are entitled to cancel an order and receive a full refund up to 14 calendar days after you receive the item from us. This applies even if you change your mind and no longer want an item. The refund will include the minimum postage costs you could have chosen when placing your order. You are responsible for the cost of returning the item to us. You must notify us of your intention to cancel the order to obtain a returns reference. You must return the item to us by recorded delivery within 14 days of notifying us, quoting the returns reference on the outside of the packaging. It is your duty to take all reasonable care of any items to be returned, including their packaging, up until the time we receive them back from you. Any damage will result in us being unable to refund part or all of the money you have paid.
The postage address for returning items is:
EPLA Retail Ltd – Returns Dept
Ty’r Drindod,
Alltycnap Road,
Johnstown,
Carmarthen.
SA31 3NE
Items that cannot be returned
- Perishable items i.e. temperature controlled food/medication
- Medication – due to regulatory law, we cannot accept the return of any medication, including licensed and prescription items
- Items that have been opened/used (unless found to be faulty.)
The 14 day limit to request a refund does not apply to any item which is faulty, unfit for purpose, or not as described at the time you placed the order. For damaged and faulty items, you have 30 days to arrange a return/refund.
For all items returned after the 14-day period, you are asked to provide a written explanation of the reason for the return. Returned items in this circumstance may or may not be due a full refund, depending on the circumstances. (For example, if you used an item for a while before it broke, you may have to bear some of the cost for the period of time you were able to use it.) In normal circumstances, the limit of our liability for compensation for orders which are delayed or do not arrive at all, will be the value of the order placed. You will not be due for any additional compensation (for instance if you decided to take time off work to receive the order).
Refunds
All refunds will be processed within 14 days of the receipt of the returned item, subject to the following;
[1] The returns reference was obtained in advance and clearly shown on the outside of the packaging.
[2] The return is not an animal medicine or prescription product, other than recalled or faulty items.
[3] The return is not a perishable or frozen item, other than recalled or faulty items.
[4] The return is not damaged, opened or showing an appearance of being ‘used’, unless it is recalled or faulty.
Animal medicines and prescription products
Due to legal requirements medicines may not be returned except to correct an error in despatch or in response to an “official recall”. If an item is believed to be faulty it should be returned for inspection and it may be necessary to forward it to the manufacturers for testing before replacements or refunds can be authorised. This does not infringe legal rights. Please contact our customer services for a “Returns Reference” which must appear on the outside of the package or it will not be accepted. We advise customers to use an insured method of shipping and to retain proof of despatch. We may refuse returns on products specially obtained or manufactured to order. Items must be returned unsoiled and unused and sent adequately packed and carriage paid.
