Cancellations & Returns

Last updated 1st October 2021

 

Return Policy

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a  refund, store credit, or an exchange dependent on the item or service purchased. Please see below for more information on our return policy.

 

Cremation Service

If you have purchased a cremation package and subsequently no longer wish to proceed, the terms of a refund is as follows.
Providing the individual pet cremation has not happened, we can provide a refund minus an administrative fee (10% of the total booking price). If the cremation has occurred, no refund is available as the service has already concluded.

 
 

Collection 
If you have booked collection of your pet from your home or vet practice, in addition to an individual pet cremation and no longer wish to proceed, the terms of a refund is as follows.

  • Less than 24 hours notice
    A refund minus 25% of the total cost of your booking  will be returned.
  • Greater than 24 hours notice
    A refund minus 10% of the total cost of your booking  will be returned.
 

Delivery
If you have booked a delivery service (return of your pet’s remains/ashes) and no longer require this service, the terms of a refund is as follows:

  • Less than 24 hours notice
    A refund minus 25% of the total cost of your booking  will be returned.
  • Greater than 24 hours notice
    A refund minus 10% of the total cost of your booking  will be returned.
 

If you wish to cancel any service or item purchased from Pet Divine, please contact us ASAP via phone on 08003689805 or email hello@petdivine.org. If you call out of hours, please leave a voicemail and we will get back to you.

 

What do I do if my goods arrived damaged?

In the unlikely event your order is damaged in transit please notify us as soon as possible, preferably within 3 working days of receipt, by contacting 0800 368 9805. Please retain the original packaging for returning your order. We will arrange for a prompt replacement or refund, whichever is your preference.

How do I cancel my order?

You have the right to cancel your order with us, in accordance with Consumer Contracts (Information, Cancellation and Additional Charges) Regulation 2013. The period in which you can exercise that right is 14 working days beginning the day after your goods are received.

For customised orders that are cancelled or returned, we reserve the right to charge for the expense of the customised components and labour (and postage if dispatched).

How can I return my goods?

The unused goods must be returned in their delivered condition within 14 days of the notice to cancel. You can cancel by calling 0800 368 9805, by emailing hello@petdivine.org. Please package any returned items carefully and return them, for your own protection, via a recorded and insured method of carriage. The cost of returned items is the responsibility of the customer unless the goods are found to be faulty or delivered to you in error.

We will inspect the goods prior to exchange or refund. We reserve the right to deem the goods second-hand and make you an appropriate offer should any items not be returned in their entirety or in the delivered condition. Refunds will be made within 14 days on receipt of goods.

What do I do if my goods are faulty?

Please notify us within 10 days of receipt if your goods arrive faulty by contacting us on 0800 368 9805.

The goods must be returned within 30 days of receipt and proof of purchase must be provided, as per the Consumer Rights Act 2015. If your goods are faulty, we will offer a prompt replacement. This does not apply to faults caused by accident, neglect, or misuse.

We regret that we are unable to offer refunds where items have been customised incorrectly due to spelling or ordering errors made by the customer, or where the artwork is subject to the artist’s discretion.

Refund Timeline

Customers are advised that it may take up to 14 days for a refund to be processed and returned to the original payment method.

Square (our payment service) typically takes 2-7 business days to process a refund. Once the refund is processed and sent to a customer’s card issuing bank, it can take another 2-7 business days (depending on the bank’s processing speeds) for the refund to post to the customer’s account. In total it can take 4-14 business days for a customer to receive their refund.

Pet Cremation Services

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Pet Cremation Services

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