Returns and Exchanges

We want you and your pet to be delighted with your purchase.
If you are unhappy, we offer a straightforward returns and exchange policy.

Returns Policy
You have the right to return any item purchased on our website within 14 days of receipt for a full refund or exchange, subject to the following conditions:

1. Condition of Goods: The item must be returned in its original condition, unused, and in its original packaging. The inner packaging must be unopened.

There is a handling charge of 25% if inner bags are open.
2. Proof of Purchase: Please include a copy of your receipt or proof of purchase with your return.
3. Return Process:

• Contact our customer service team on 0117 971 99 22.
• Fill out the returns form for your order.
  Securely pack the item(s) and include the completed returns form.
• Send the parcel to the following address:

Master Plastics (SW) Ltd - (Returns)
Small Street
St. Philips
City of Bristol
Bristol
BS2 0SQ

Exchange Policy
If you wish to exchange an item for a different size, colour, or product:

Contact our customer service to check the availability of the desired item and further instructions.

Refunds
Refunds will be processed within 14 days of receiving your returned item, using the original payment method. You will receive a confirmation email once your refund has been issued.

Once we receive your return, please allow up to 14 days for the refund process. You will receive a confirmation email once your refund has been issued.

Faulty or Damaged Goods
If you receive a faulty, damaged, or incorrect item, please contact us within 30 days of receipt. We will arrange a replacement or a full refund, including any postage costs incurred.

Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on the following:

• Perishable Items (e.g. foods, treats)
• Opened grooming products (e.g. shampoos, conditioners)
• Personalised Items

Return Shipping
If the return is due to our error (e.g. faulty or incorrect item), we will cover the return shipping costs.

You will be responsible for the return shipping costs for all other returns.

Contact Us
For any questions or further assistance with your return or exchange, don't hesitate to get in touch with our customer service team at:
Phone: 0117 971 99 22