Exchanges Returns & Cancellation

Underdog Pets Limited has a 24 hour cancellation / rescheduling policy. 
  • Please call us as soon as possible to make changes to your reservation to allow us to fill the appointment time. We keep note of cancellations and missed visits to stop customers rescheduling appointments they are likely to miss.

This policy is in place out of respect for our staff and our clients. Cancellations with less than 24 hours notice are difficult to fill. By giving last minute notice or no notice at all, you prevent someone else from being able to schedule into that time slot.
By booking an appointment, you acknowledge that you have read and understand the Cancellation Policy for Underdog Pets Ltd as described above. 
Refunds (if applicable) 
Underdog Pets Ltd wants to ensure you are happy with your order.

If you receive a product that is different from the description given, damaged or faulty please contact us by email sales@underdogpets.com and we will happily replace the item or refund the cost. All faulty or damaged goods should be notified to us within 7 days of the delivery of the order.
Please e-mail us to arrange a replacement or a refund. Our policy lasts 7 days. If 7 days have gone by since your the order was delieverd, unfortunately we can’t offer you a refund or exchange. 
Perishable goods such as food are non returnable
To complete your return, we require a receipt or proof of purchase.  
There are certain situations where only partial refunds are granted: (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.If you’ve done all of this and you still have not received your refund yet, please contact us at: sales@underdogpets.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
If you are not happy with the size of the product you ordered and would prefer another size we be happy to send you another size if available or a refund if it is out of stock. (We will refund shipping and packaging costs) We will replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at sales@underdogpets.com and send your item to:
12 Ettrick Walk (Rooftop), Cumbernauld, North Lanarkshire, G67 1NE
(Unless stated otherwise on the invoice that you receive with your order.) 
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Cancellations
You may cancel your order at any time up to 48 hours from the time you placed the order. If you wish to cancel an order, you will need to return any items within 7 working days at your own cost for return or exchange as required. It is important that you obtain proof of posting as we cannot be held responsible for packages lost on return to us. If any goods are returned to us they must be unused, in their original packaging and in full re-saleable condition. Payments for any cancelled goods will be refunded within thirty working days, alternatively, we will exchange or offer a credit. There is no right to cancel any customised items or those made to your specifications unless they are faulty. We are not able to refund any gift wrapping charges. Any goods should be returned to the following address:
Underdog Pets Ltd,12 Ettrick Walk (Rooftop), Cumbernauld, G67 1NE. 
Please ensure that any goods returned include a copy of the dispatch note and the reason for their return and are packed appropriately. We are not liable for damage or loss of goods during transit so we do advise that you insure any goods being returned to us.