Delivery & Returns

All items are despatched within 24 hours unless otherwise notified. All items are dispatched within 24 hours unless otherwise notified. Please note that our 'standard delivery' for smaller low cost items up to 610cm long will be delivered via Royal Mail and can take up to 3 working days. If you require your order quickly, please notify us so that we can express ship. Higher priced and larger items will be sent via ParcelForce 48 hour delivery and again, if you need it sooner we can ship 24 hour.

We offer a returns policy within the first 30 days of purchase, so if you are not happy with the product, please contact us for return instructions, once we have received and checked your return, we will refund you in full. After 30 days you enter our warranty policy. Please see our terms and conditions for warranty details.

Shipping & Returns Information

SoulPet use Royal Mail or a Courier company to deliver its packages. Due to the way in which we operate, your order may be made up of multiple packages and dispatched using differing dispatch methods. This means you may receive multiple deliveries.

Where ever possible customers will be given a choice of shipping options, most items which are held in stock will be dispatched within the same day although larger items may be sent direct from the manufacturer which of necessity incurs a longer postal delay.

Whilst every effort is made to stock every product we list on our site, this is not always possible and sometimes events outside of our control may cause a delay.

You will receive an email to confirm your order and delivery details.

Returns Policy

Need to return an item?

You can request a return by emailing with your order number, name and reason for return. We will reply as soon as we can with instructions of how to return.

The return process MUST be followed for all returns to ensure the item is returned to the correct address and your order is processed in a timely fashion.

In addition to this policy you should also refer to our general Terms and Conditions of Sale. We know that you will be pleased with your purchases from SoulPet. However, there may be occasions when you will need to return items to us.

Items Damaged in Transit

All deliveries should be carefully checked to ensure that the correct number of packages, boxes or cartons being signed for have been delivered, as no responsibility can be accepted afterwards for non or short delivery. If there is a discrepancy all deliveries should also be signed for as unchecked, damaged or both, if both apply, unless the contents of all packages, boxes or cartons delivered are checked in front of the carriers delivery person. This is when any shortages or damages or both should be noted on the consignment/proof of delivery note and signed for as such. Items should be returned in their original packaging complete with all accessories and documentation.

Once received back into our warehouse, we will issue a replacement or full refund to you via your original payment method and reimburse any reasonable return carriage costs.

Items Faulty on Arrival

If your items are faulty on arrival, you have 14 calendar days in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we will issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty we will return the item to you, in this instance you will be liable for the return carriage.

Items Faulty in Warranty Period

If any of your purchases develop a fault, and it is more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a direct service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly.

SoulPet policy is one of 100% customer satisfaction.

Our main return address is shown below, note however some items will need to be returned direct to the manufacturer / distributor and in these cases you will be advised of the full address during the returns process:

SoulPet Returns
The Cow Shed
Salterton Farm

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