Return & Refund Policy

@SeraphPets.com

United Kingdom

📍 Address: 46 Devenay Road, London, E15 4AY

📧 Email: info@seraphpets.com

📞 Phone: +44 20 4577 2878

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30-Day Easy Returns

At SeraphPets, we want you and your pet to love every purchase. If, for any reason, you are not fully satisfied, we offer a straightforward return process.

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Return Policy Overview

• Return Window: You have 30 days from the day you receive your order to return items.

• Condition: Items must be unused, in their original condition, and returned in the original packaging.

• Assistance: Our customer support team will guide you through the process.

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Return Costs

• Defective or Incorrect Products: Free return. This applies if the product is incorrect, damaged in transit, or defective in any way.

• Change of Mind (Customer Remorse): The customer is responsible for the return postage. Shipping costs are non-refundable.

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How to Return an Item

1. Contact Us: Email our team at info@seraphpets.com with your order number and reason for return.

2. Receive Instructions: We will email you a return authorization and instructions.

3. Pack Your Item: Securely repack the item in its original packaging, including all accessories and documents.

4. Send it Back: Post the parcel via Royal Mail or your preferred carrier (details will be provided in the return instructions).

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Refund Process

• Inspection: Once your return is received, we will inspect it to ensure it meets the criteria.

• Refund: Approved refunds will be processed within 7 business days to your original payment method. Timing may vary depending on your bank/payment provider.

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Exchanges

Need a different recipe (Chicken, Duck, or Fish)? Contact us at info@seraphpets.com, and we’ll be happy to arrange an exchange.

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Non-Returnable Items

For hygiene and safety reasons, opened pet food bags cannot be returned. Unopened bags in their original condition are eligible for return.

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Customer Service

⏰ Monday to Friday: 9:30 AM – 7:00 PM

📩 We aim to respond to all emails within 1–2 business days.