Thank you for shopping at New Pet Parent. We hope you are happy with your order but if for any reason, you are not completely satisfied with a purchase, we are always happy to help.
 CANCELLATIONS: If you would like to cancel your order, please let us know as soon as possible at customercare@newpetparent.com Any order may be cancelled within 24 hours of receipt of the order. Please note orders that have been dispatched cannot be cancelled. In this case, please wait to receive the order and then follow our returns process below. REFUNDS AND RETURNS: If you would like to return your order, please let us know as soon as possible at customercare@newpetparent.com You can return your order via post for a refund, excluding any original postage charges. Please, do note that all shipping fees to return an order are at the cost of the consumer. To receive a full refund, please ensure the goods are returned within 14 days of receipt and in with their original packaging intact. We reserve the right to refuse returns of any goods that do not meet the above return conditions at our discretion. As soon as we receive your returned item, we will issue a full refund to the card used to make your purchase. Returns Instructions: * Pack everything up securely. Please include the delivery or despatch note you received with your order. * State the reason for your return. * Post back to us at the address below: New Pet Parent (Returns) Studio 9, Grange Farm Buildings Grange Farm Road, Tiptree , Essex , CO5 0QQ United Kingdom We recommend you obtain proof of postage. This is available free of charge at the Post Office. We cannot be held responsible for goods damaged or lost in return shipment. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery. If the goods were marked as a gift when purchased and then shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to you. EXCHANGES; If you would like to exchange your order for another item within the New Pet Parent range, please let us know when you receive your order at customercare@newpetparent.com To exchange an item please follow steps 1-3 above. Then, just place a new order here at www.newpetparent.com for the items you require in exchange. To receive a full refund, please ensure the goods are returned within 14 days of receipt and in with their original packaging intact. We reserve the right to refuse returns of any goods that do not meet the above return conditions at our discretion. As soon as we receive your returned original item, we will issue a full refund to the card used to make your purchase.

We strive for all orders to be delivered to you within 72 hrs of the order being placed. This applies to orders placed before 5 pm on weekdays and before 2 pm at weekends and is subject to stock availability. Please note that certain weather conditions and busier periods may slow your order down. If you live in the Scottish Highlands and Islands, please also allow extra time for delivery.
 All orders are subject to delivery charges; your final delivery charge will be shown at the checkout. We can deliver to your preferred address (home/work) and all mainland UK. Additional charges might apply to areas difficult to reach within the UK. At present, we don’t deliver to EU countries, but this is under review pending the latest export requirements. We always try to help, please contact us and we will try our utmost to serve your requirements. Still have any Questions? Give us a call on 01206 580 145 during office hours (9:00-5;00) or email us at customercare@newpetparent.com