Returns Policy

No Hassle Returns:

We always aim to provide the best possible service and hope that all our customers are 100% happy with all their purchases from us however we know that occasionally you may want to return items for whatever reason so our returns policy is set out clearly for you.

Returning a Product:

• Products can be returned within 30 days of delivery for a full refund or exchange.

• Unfortunately we are unable to accept personalised items, made to measure items, cut to measure items, engraved items, perishables, veterinary medicines or damaged products unless delivered damaged for exchange or refund.

• To arrange the return of an item(s) please call us on 01670 851 160 and request a returns form giving us the reason for the return. We will e-mail a returns form to you. We will also arrange a convenient day for you for our courier service to collect the item(s) and take payment for the cost of the return unless the item(s) was delivered damaged, was the wrong item(s) or is faulty in which case the collection is free providing it is within 7 working days of delivery.

• Fill the returns form in and print it off to send with the item(s) you are returning.

• To return the item(s) make sure you have filled in the returns form and put it in with the item(s) as we cannot offer you an exchange or refund if we do not receive the returns form fully completed with the required fields with the returned item(s).

• The return address details below must be put on the package.

• The item(s) must be wrapped well for transporting. If the item(s) is not packaged properly how it was delivered to you our courier service may refuse to collect it.

• We are not liable for any damage caused whilst transporting the item back and if the item(s) is returned to us damaged and it is obvious it was not packaged properly we will not offer a refund or exchange. We may offer a refund or exchange at a lower price to reflect the damage if you have not taken reasonable care of the item(s) before returning it.

• You are responsible for the cost of returning the item(s) back to us unless the item(s) arrived damaged, faulty or wasn’t the item(s) you ordered. The cost is the standard price of delivery for the zone you live in (please check our Delivery Service information for details) We will take payment details for the return of the item(s) when you contact us to request a returns form.

• Our courier service will collect the item(s) for return on a convenient day for you arranged by us within 7 working days of delivery.

Refund:

If you require a refund:

• Once the item(s) is received by us and providing all of the above has been done we will give you a full refund excluding the original postage cost. This will be refunded back to the card you used to place the order within 30 days.

• This returns policy does not affect your statutory rights. Any refunds will be made within 30 days from notification to us and in accordance to our Terms and Conditions.

• The original postage cost will only be refunded if the item(s) was delivered damaged, was the wrong item or is faulty and the item(s).

Exchange:

If you require an exchange:

• Once the item(s) is received by us and providing all of the above has been done we will exchange the item by sending you the required exchange product within 30 days.

• If you would like to exchange a product(s) you are liable to pay the difference in price from the original item(s) ordered or you will be refunded the difference on to the card used to place the order. You are also liable for the standard delivery cost for the zone you live in (please check our Delivery Service information for details) to send the exchanged item(s) back to you.

Return Address:

Returns Department

Animal Tracks

Unit 8 Waterside Court

North Seaton Business Park

North Seaton Industrial Estate

Ashington

Northumberland

NE63 0YG

Incorrect Item Delivered:

• If you have received an incorrect item(s) that you did not order you must contact us on 01670 851 160 straight away.

• The incorrect item must be returned to us within 30 days of Delivery in order for us to send out the correct item that you ordered.

• When you contact us to inform us you have received the incorrect item(s) we will e-mail a returns form to you. We will also arrange a convenient day for you for our courier service to collect the item(s) at no extra cost to you.

• You must print the returns form off, fill it in and include it with the returned item(s).

• Once we have received the returned item(s) we will send out the correct item(s) by our courier service at no cost to you.

Cancelling Your Order:

• If you wish to cancel your order and it has not yet been processed you may cancel your order in full and the cost of your order and delivery will be refunded on to the card you used to place the order.

• If for any reason you wish to cancel your order and we have already processed and dispatched it you will be liable for the cost of the order being returned to us by our courier service. Any cost we incur in relation to getting the order back you will be liable for. The cost is the standard price of delivery for the zone you live in (please check our Delivery Service information for details). The remainder of the cost of your order will be refunded on to the card you used to order excluding the original delivery cost.

• If you refuse to sign for a delivery you will be liable for any cost incurred by us for the goods to be returned by our courier to us. The cost is the standard price of delivery for the zone you live in (please check our Delivery Service information for details). The remainder of the cost of your order will be refunded on to the card you used to order excluding the original delivery cost.

• If you wish to cancel your order please contact us on 01670 861 160 and we will arrange for the items to be returned to us by our courier. You will be charged for the cost of returning the order. The cost is the standard price of delivery for the zone you live in (please check our Delivery Service information for details)  Once the order has been returned to us you will be given a refund for the cost of your order on to the card you used to order excluding the original delivery cost.

• We cannot accept cancellations of contracts if you have purchased personalised items, made to measure items, cut to measure items, engraved items or veterinary medicines and we cannot accept cancellations for damaged products unless delivered damaged, perishables or part used products.

Missing an Item(s)?

• If an item(s) has been excluded from your order on delivery it will follow on at a later date at no extra charge to you or we will refund you for the cost of the item(s) if it is due to stock problems. Your refund will go back on to the card you used to place the order.

• You will be contacted by us prior to us dispatching your order if any items will be delayed.

• If you have not been contacted to say an item(s) has been delayed and an item is missing when you get your delivery you must contact us within 24hours for action to be taken.

Faulty Item:

In the unlikely event that your purchased product(s) develops a fault we need to inspect the faulty product(s) to ensure it is faulty and decide on the action to be taken. We will not offer a repair, replacement or refund until we have had the opportunity to inspect the product(s).

Had the product 30 days or less:

• If your product(s) becomes faulty within 30 days of you receiving your order you should refer to the manufacturer’s warranty if the product(s) has it. Otherwise contact us on 01670 861 160 and we will take details of the fault and arrange for our courier service to collect the faulty product(s) for us to inspect.

• We will also e-mail you a returns form for a faulty product(s) which you can print out and fill in. This form will speed up your return processwith the faulty product(s).

• In order for the faulty product(s) to be returned to us for inspection you must package the product(s) properly for transport. We are not liable for any damage caused in transporting the product(s) back to us if it is not packaged sufficiently. You are not liable for the cost of returning the product(s) to us for inspection.

• Once the item(s) is received by us we will investigate the fault. If we decide the product(s) is faulty we will contact you and offer you a repair or replacement whichever is suitable at no cost to you. We will then send the item(s) back to you via our courier service at no cost to you.

• You can ask for a full refund if a fault is found providing the product(s) was returned to us within 30 days from your order being delivered this refund will include the original delivery cost.

• If upon inspection of the product(s) we do not find a fault you will not be entitled to a refund or replacement and you will be charged to return the product(s) back to you via our courier service the charge for this is the standard price of delivery for the zone you live in (please check our Delivery Service information for details.) You will also be charged for the original postage of returning the item(s) back to us for inspection. The charge for this is the standard price of delivery for the zone you live in (please check our Delivery Service information for details)

Had the product more than 30 days:

• If your product(s) becomes faulty after 30 days of you receiving your order you should refer to the manufacturer’s warranty if the product(s) has it. Otherwise contact us on 01670 861 160 and we will take details of the fault and arrange for our courier service to collect the faulty product(s) for us to inspect. You are liable for the cost of returning the product(s) to us to inspect. The charge for this is the standard price of delivery for the zone you live in (please check our Delivery Service information for details) .

• We will also e-mail you a returns form for a faulty product(s) which you must print out and fill in. This form must be sent back with the faulty product(s).

• In order for the faulty product(s) to be returned to us for inspection you must package the product(s) properly for transport. We are not liable for any damage caused in transporting the product(s) back to us if it is not packaged sufficiently.

• Once the item(s) is received by us we will investigate the fault. If we decide the product(s) is faulty we will contact you and offer you a repair or replacement whichever is suitable at no cost to you. We will then send the item(s) back to you via our courier service at no cost to you.

• Full refunds are only offered when the product(s) was returned to us with a fault within 7 days from your order being delivered.

• If upon inspection of the product(s) we do not find a fault you will not be entitled to a replacement and you will be charged to return the product(s) back to you via our courier service as well. The charge for this is the standard price of delivery for the zone you live in (please check our Delivery Service information for details).

After 6 months:

• If your product(s) becomes faulty after 6 months of you receiving your order you should refer to the manufacturer’s warranty if the product(s) has it.

• Contact us on 01670 861 160 and we will take details of the fault and arrange for our courier service to collect the faulty product(s) for us to inspect. You are liable for the cost of returning the product(s) to us to inspect. The charge for this is the standard price of delivery for the zone you live in (please check our Delivery Service information for details) plus £4 handling fee.

• We will also e-mail you a returns form for a faulty product(s) which you must print out and fill in. This form must be sent back with the faulty product(s).

• In order for the faulty product(s) to be returned to us for inspection you must package the product(s) properly for transport. We are not liable for any damage caused in transporting the product(s) back to us if it is not packaged sufficiently.

• In order for us to take any action you must prove that the product(s) developed a fault within the first 6 months as we are not liable for any faults that develop after 6 months.

Exceptions:

• We are unable to take any action or offer a repair, replacement or refund if it is apparent that the product(s) has been accidentally damaged, misused or you have attempted to repair the product(s) yourself.

• Products can become faulty from normal wear and tear from usage and we are not liable for faults caused through normal wear and tear.

• If we are unable to offer a replacement or repair for whatever reason we may offer you an alternative product(s) of equal value. If an alternative product(s) is not available we may offer you a credit voucher for the same value.

Guarantees:

• Some of our products come with a free guarantee of up to 2 years from the manufacturer however others have no free guarantee apart from those offered under the Sales of Goods Act to protect the consumer.

• For details of whether the product(s) you are looking at or the product(s) you have purchased comes with a free guarantee from the manufacturer please contact us on 01670 861 160 and we will help you.