Returns, Refunds and Exchanges

At Phoenix Pet Supplies, we want you to be completely satisfied with your purchase. If you need to return an item, please review our policy below.

60-Day Return Window

You have 60 days from the date of purchase to return an item. To qualify, the item must be unused, in its original packaging, and in the same condition as when received.

Faulty Items Beyond 30 Days

If an item develops a fault after 30 days, you may return it for repair, replacement, or a refund (if a replacement is unavailable).

  • We will assess the item to determine if the issue is due to a manufacturing defect.
  • If so, we will either repair, replace, or issue a refund if a fix is not possible.

How to Initiate a Return or Faulty Item Claim

  1. Contact Us at Sales@phoenixpetsupplies.co.uk or 01455 843400 with:
    • Your order details
    • A description of the issue
  2. We will provide return instructions.
  3. Once received, our team will inspect the item and confirm the next steps.

⚠️ This policy does not cover damage due to misuse, accidental damage, or normal wear and tear.

Exchanges

If you wish to exchange an item within 60 days, contact our customer service team.

  • We will arrange an exchange for a similar product, subject to availability.
  • Any price differences will either be refunded or billed accordingly.

Perishable Items Policy

Live Foods

Due to the perishable nature of live foods, these items are non-returnable.

  • We ensure all live foods are shipped in optimal condition.
  • If your live food order arrives in poor condition, please contact us immediately.

Frozen Foods

We prioritize the quality and freshness of frozen food products. Please review our frozen food shipping and return policy:

Shipping & Delivery

  • Frozen food is packed in temperature-controlled packaging.
  • We do not ship frozen food on Fridays to avoid delays over the weekend.
  • Orders placed on a Friday will be shipped on the next business day.
  • Upon delivery, transfer all frozen items to a freezer immediately.

Returns for Frozen Food

  • Due to the perishable nature, returns are not accepted after delivery.
  • Please inspect your order upon arrival.
  • If any frozen item arrives damaged or thawed, contact us within 24 hours with photos or proof of the issue.
  • We will assess the situation and may offer a replacement or refund.

Storage & Handling

  • Follow all storage instructions provided on the packaging.
  • We cannot guarantee quality if items are not stored properly after delivery.

If you have any questions, feel free to contact us via email or phone.
📧 Sales@phoenixpetsupplies.co.uk | 📞 01455 843400

Thank you for choosing Phoenix Pet Supplies!