The Natural Pet Company
Store Policies
At The Natural Pet Company, we want to make sure shopping at our welcoming Pet Supply Store is as enjoyable as possible. That’s why we’ve worked hard to make sure our store policies are fair, clear and transparent. You can find a full outline of our store policies below. If you can’t find the information you’re looking for, get in touch. We look forward to serving you at The Natural Pet Company.
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Thank you for your order!
Our dispatch, shipping and returns policy is important to you and to us. This document states our Terms and Conditions of Sale.
Dispatch
We aim to dispatch 95% of items from our warehouse within 2 working days.
Occasionally an item is out of stock due to our manufacturers being out of stock or a delivery not arriving on time and we will do our best to keep you updated.
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Postage & Packing Options
The following applies to letters, large letters and small or medium parcels:
Our Standard delivery by Royal Mail is the tracked second class mail service and takes 2-5 working days.
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Orders over £60 enjoy FREE DELIVERY by our standard Second Class signed for service which can be selected on order over £60 at the checkout.
If goods are subsequently returned for refund which bring the total spent back to under £60 the cost of the delivery will be deducted from the refund amount.
Large or Oddly Shaped Parcels
Larger items may occasionally be delivered by ParcelForce, DPD or another carrier.
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Collections
Items on our collection only page must be ordered with us via phone or email. when you message us with your order we will generate an invoice which we will give you on collection.
In the email we send it will have a list of pick up days and time slots.
please respond to the email with the slot and date you would like.
we offer free local delivery on orders if they are over £20 and within a 2 mile radius. Areas over 2 miles radius will be charged at £2.00 per mile.
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Returns
If you wish to return an item within 14 days unworn, unused item in pristine resalable condition in original packaging WITH ALL LABELS ATTACHED we are happy to exchange items for you.
perishables are unable to be returned.
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Should an exchange not be possible we are happy to refund the cost of the goods excluding postage provided all labels are still attached, goods are returned in their original packaging and they have not been used. Goods must also be free from hair and the smell of smoke.
If goods do not meet the above criteria we reserve the right to return the goods at the customer's expense. Should that not be acceptable the goods will be disposed of free of charge to reputable Rescues which we regularly support.
Goods returned outside the 14 day period will not be refunded and will be disposed of to reputable Rescues.
Please visit our Returns Centre to arrange an exchange or refund. Unauthorised returns may be refused or disregarded.
Return postage is the responsibility of the customer so please use a tracked service (we advise Royal Mail Second Class Signed For when returning goods valued below £50 and Royal Mail Special Delivery for goods over £50) posting to ensure your goods get back to us quickly and in good condition. It is the customer's responsibility to track the returned parcel to ensure it arrives back safely to us. Royal Mail DOES NOT allow the recipient (Oaktree pets & supplies) to investigate undelivered parcels. That is the sole responsibility of the sender.
Our address for returns is:
The Natural Pet Company
6 Oaktree Avenue, Ingol, Preston, PR23UJ.
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Damaged or Faulty Goods
Please arrange your return via the our email on our website stating why the item is faulty.
Damaged or faulty goods will be replaced like for like and we will repost the new replacement item out to you for free.
Damaged or faulty goods must be notified to us ivia email on the day of receipt of the goods to qualify.
In the first instance please also supply us with a photograph or video of the faulty goods to help us take up these concerns with our manufacturers.
Exchanges Due to Sizing Errors
We do not charge an administration fee for exchanges as we understand sizing is often difficult to get right but we do prefer that you contact us prior to ordering if you require assistance to get the correct size for your dog as it is much better for you and for us if we can get it right first time.
We do charge Postage and Packing for exchange items to be sent out and any increase in cost for larger sizes must be paid also. Should there be a difference in your favour when ordering a smaller size we will process the appropriate amount as a refund on your original payment method.
We pride ourselves on delivering an exceptional customer experience.
Sale Items
We do not accept returns for refunds on sale items, however we do acknowledge that where an exchange due to a sizing error is required we do will our best to accommodate that stock permitting. If an item cannot be exchanged for the right size we will allow an exchange for an alternative item of the same value, however, the customer is responsible for return postage to us and for the cost of postage on the exchanged item being sent out from Oaktree pets & supplies.
We Are Social!
We are Social! We are active on Instagram @thenaturalpetcompanypreston, Facebook
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At The Natural Pet Company we pride ourselves on using customers' photos of their happy dogs modelling our apparel. We only use supplier photos, pictures of our own dogs or images supplied to us by our proud customers.
We welcome your photos and invite you to send them to us via oaktreepetsandsupplies@hotmail.com together with your pet's name so we can include a name credit where possible in our marketing and on our website.
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Privacy Policy
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Your privacy is important to us. It is The Natural Pet Company policy to respect your privacy regarding any information we may collect from you across our website, and other sites we own and operate.
We only ask for personal information when we truly need it to provide a service to you. We collect it by fair and lawful means, with your knowledge and consent. We also let you know why we’re collecting it and how it will be used.
We only retain collected information for as long as necessary to provide you with your requested service. What data we store, we’ll protect within commercially acceptable means to prevent loss and theft, as well as unauthorised access, disclosure, copying, use or modification.
We don’t share any personally identifying information publicly or with third-parties, except when required to by law.
Our website may link to external sites that are not operated by us. Please be aware that we have no control over the content and practices of these sites, and cannot accept responsibility or liability for their respective privacy policies.
You are free to refuse our request for your personal information, with the understanding that we may be unable to provide you with some of your desired services.
Your continued use of our website will be regarded as acceptance of our practices around privacy and personal information. If you have any questions about how we handle user data and personal information, feel free to contact us.
This policy is effective as of 28 July 2020.