Refund policy

At UK9 Petcare, we want you to feel confident in every purchase. If you're not completely satisfied, we're here to help.

Results and individual response
Our supplements and feeds are made to recognised standards, but every animal is different. Where you are feeding for a specific result, please allow at least 14 days of consistent daily use before judging it. Response times vary with the animal's age, size, condition and individual make-up.

If your animal shows an adverse reaction or becomes unwell as a direct result of something we have supplied, stop use immediately and consult your vet. Please contact us at info@uk9.co.uk and we will issue a full refund once the product is received back and inspected.

Returns
You have 30 days from the date of delivery to return an item. To be eligible, the product must be unused, in its original packaging, and in the same condition as received.

How to request a return
Email us at info@uk9.co.uk with your order number and reason for return. We'll respond within 2 business days with return instructions.

Return postage
Unless an item is faulty, incorrect or damaged, you are responsible for the cost of returning it to us. We recommend using a tracked service, as we cannot refund items that do not reach us. Where an item is faulty, incorrect or damaged, we will cover the cost of return.

Large or heavy items
Feed, bedding and forage in sacks, bales or on pallets are expensive to send back and are easily damaged in transit. If you need to return something of this kind, please contact us before arranging any carriage and we will agree the most sensible way to handle it. Please do not send a pallet back without speaking to us first.

Refunds
Once your return is received and inspected, we'll notify you by email. If approved, your refund will be processed to your original payment method within 5-10 business days.

Non-returnable items
Opened or partially used products cannot be returned for hygiene reasons, unless the item is faulty, not as described, or your animal has had an adverse reaction as outlined above.

Faulty or incorrect items
If you receive a damaged, faulty, or incorrect item, please contact us within 7 days of delivery. We'll arrange a replacement or full refund at no cost to you.

Your statutory rights
Nothing in this policy affects your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.