Shipping policy
Shipping, Returns & Refund Policy
At OurPetNest, we want every order to arrive safely and for you to feel confident shopping with us. Please read the policy below for information about delivery, returns, exchanges, and refunds.
Shipping & Delivery
Our estimated delivery time is 5–7 business days.
Business days do not include weekends or public holidays. Delivery times are estimates and may occasionally be affected by courier delays, customs processing, peak periods, weather conditions, or other circumstances outside our control.
Once your order has been dispatched, tracking information will be provided where available.
Please make sure your shipping address is complete and accurate before placing your order. If you notice an error after ordering, contact us as soon as possible at ourpetnest.co@gmail.com.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee, which means you have 30 days after receiving your item to request a return.
To qualify under our voluntary 30-day guarantee, your item must be:
- Unused and unopened
- In the same condition in which you received it
- Undamaged and unaltered
- In its original packaging
- Returned with all included parts, accessories, and components
- Accompanied by proof of purchase
Items that have been used, damaged after delivery, altered, or returned incomplete may not be eligible under our voluntary 30-day money-back guarantee.
This guarantee does not affect any statutory consumer rights that may apply to you.
How to Request a Return
To start a return, contact us at:
Please include your:
- Order number
- Email address used for the order
- Reason for the return
- Photos of the item where relevant
If your return is accepted, we will provide instructions explaining how and where to send your package.
Please do not send items back without first requesting a return. Returns sent without prior approval may not be accepted or processed correctly.
Damaged, Faulty, or Incorrect Items
Please inspect your order when it arrives.
If your item arrives damaged, defective, faulty, or you receive the wrong item, contact us as soon as possible at ourpetnest.co@gmail.com.
Please provide your order number and clear photos of the issue where appropriate so that we can review the problem and provide a suitable resolution.
Items that arrive faulty, damaged, or incorrect will be handled separately from ordinary change-of-mind returns.
Customer-Damaged Items
We cannot accept a return under our voluntary money-back guarantee if the product has been damaged after delivery through:
- Misuse
- Accidental damage
- Improper care
- Modification
- Incorrect handling
- Failure to follow product instructions
This does not affect any rights you may have where a fault was already present when the product was supplied.
Opened or Used Items
Items that have been substantially used, altered, damaged, or are no longer in their original condition may not qualify for our voluntary 30-day guarantee.
Where applicable, certain sealed products may also be non-returnable once opened for hygiene, health, or safety reasons.
Opening packaging alone does not automatically remove any statutory consumer rights that may apply.
Sale and Promotional Items
Items purchased during a promotion or sale may be excluded from our voluntary 30-day money-back guarantee where they are clearly marked as final sale or non-returnable before purchase.
However, sale or promotional pricing does not remove any statutory rights you may have if an item is faulty, damaged, incorrect, or not as described.
Non-Returnable Items
Certain items may not be eligible for return, including:
- Personalised or custom-made products
- Gift cards
- Perishable goods
- Personal care or hygiene products where applicable
- Products that cannot safely be resold once opened
- Final-sale items where clearly stated before purchase
- Items damaged through customer misuse
If you are unsure whether your item is eligible, contact us at ourpetnest.co@gmail.com before returning it.
UK Cancellation Rights
If you are a consumer in the United Kingdom purchasing online, you may have separate statutory cancellation rights in addition to our voluntary 30-day guarantee.
Where those rights apply, they are not limited or replaced by this policy.
Nothing in this policy is intended to remove or restrict any consumer rights that cannot legally be excluded.
Exchanges
If you would like a different item, the simplest option is usually to return the eligible item and place a new order once your return has been approved.
If you need help with an exchange, contact us at ourpetnest.co@gmail.com.
Return Shipping
Return shipping arrangements will depend on the reason for the return.
If an item is faulty, damaged, or incorrect, we will review the issue and provide appropriate return instructions.
For ordinary change-of-mind returns, the customer may be responsible for return shipping costs where permitted.
Return instructions will be provided once your return request has been approved.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Please allow up to 10 business days for your bank, card issuer, or payment provider to process and display the refund after it has been issued.
If more than 15 business days have passed since your refund was approved and you still have not received it, contact us at:
Refund Deductions
Where permitted, a refund may be reduced if the returned item has been used, damaged, altered, or handled beyond what would reasonably be required to inspect it.
Any deduction will depend on the condition of the returned product.
Contact Us
For any questions about shipping, returns, exchanges, or refunds, contact:
OurPetNest
ourpetnest.co@gmail.com