Pee Dee Pets Customer Returns Policy
At Pee Dee Pets, your satisfaction is our top priority. We are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, please follow the guidelines below for a smooth return process.
Return Policy Overview
Return Window: You have 30 days from the date of receipt to request a return.
Return Conditions: To be eligible for a return, items must be unused, unopened, in their original condition, with tags attached, and in the original packaging.
Return Costs: If returning for a change of mind or exchange, you are responsible for the return shipping costs. Please note there is a 25% restocking fee for such returns or exchanges.
Faulty or Damaged Items: If your item is damaged or faulty upon delivery, Pee Dee Pets will arrange a remedy at no extra cost to you.
Refund Processing: Refunds are typically processed within 3-5 business days after we receive and assess the returned goods.
What to Do If Your Product Is Damaged
If your product is damaged during transit, please contact Pee Dee Pets as soon as possible—ideally within 10 days of delivery.
Reporting Damage: Upon receiving the item, if damage is visible, sign the delivery note as “Damaged on Arrival” and notify us immediately. This note serves as key documentation for your claim.
Post-Delivery Damage: If damage is discovered after signing the delivery note, no claims can be made unless it was noted as “damaged” at the time of delivery.
Required Information: To help us investigate, please provide:
Order or shipment number
Photographic evidence of the item(s) and packaging
Note: Packaging is not covered under warranty.
What to Do If You Changed Your Mind
If you decide you no longer want the product, you can return it within 14 days of delivery for a credit note.
Conditions for Return: The item must be resalable, unused, and in its original packaging.
Credit Value: You will receive a 75% credit of the product’s value (including VAT). Shipping costs for returning the item will not be reimbursed, and customers are responsible for arranging return shipping.
Return Process: Please contact Pee Dee Pets within 10 days of delivery and return the product within 14 days. After verification, a credit note will be issued within 28 days.
Non-Saleable Returns: If the returned product is not in saleable condition (e.g., missing parts or used), the return will be rejected, and you must arrange collection within 30 days. After that, the item may be recycled.
What to Do If Your Product Is Faulty
If you believe your product is faulty, please contact us immediately—ideally within 10 days of delivery.
Initial Testing: Our Technical Support Team will assist you in troubleshooting the issue. If further testing is needed, we’ll guide you through the process.
Manufacturer Fault: If the product is deemed faulty due to a manufacturing defect, we will either replace it or issue a full refund. In cases where we replace the item, the original purchase cost will be charged until the manufacturer confirms the fault.
If No Fault Is Found: If no fault is identified, we may return the item to you and no refund will be issued.
What to Do If You Receive the Wrong Product
If you receive an incorrect item, please contact Pee Dee Pets with the following details:
Order or shipment number
Part number
Photograph of the delivered item
We will arrange for the correct product to be sent and the incorrect item to be collected.
Additional Information
Credit Processing: Once we receive and assess your return, we will process any applicable credits within 3-5 business days. Please allow additional time for your payment provider to process the refund.
Changing Your Mind About a Return: If you change your mind and decide to keep your purchase, please cancel your return request by emailing us at sales@peedeepets.com.
Exchanges: For the fastest exchange, return your item for a refund and then place a new order for the replacement.
Refunds: After your return is approved, we’ll issue a refund to your original payment method. Please note that it may take some time for your bank or card issuer to process the refund.