Refund policy

You have 14 days after receiving your item to request a return. You then have 14 days to return your item to us. Your refund will be issued if your return meets the requirements within 14 days of receiving your return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

To start a return, you can contact us at info@fenforest-pets.com. Please note that returns will need to be sent to the following address:

FenForest Pets

31 Mill Road

Lakenheath 

Brandon

Suffolk

IP27 9DU

Items sent back to us without first requesting a return will not be accepted. It is advised that you send your return back to us with a secure tracked service to insure the item arrives safely. In the event the items goes missing during your return process FenForest will not be able to complete your return request. 

You can always contact us for any return question at info@fenforest-pets.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or items), used items that are not in their original condition, soiled, hairy or dirty items. Refunds and exchanges will only be made with the original purchaser. Proof of purchase may be requested. 

Exchanges
As long as the product is returned to us inline with the above policy and procedures exchanges can be made. 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@fenforest-pets.com.