At One Window Pet Supply Company, we want you to shop with confidence. Please review our return and refund terms below.
1. Return Window
You may request a return within 30 days of delivery.
2. Return Conditions
To be eligible for a return, items must:
Be unused, unopened, and in original condition
Be returned in original packaging
Include proof of purchase (order confirmation or receipt)
3. Non-Returnable Items
The following items are not eligible for return:
Category
Details
Sale / Clearance items
Not returnable
Custom / Made-to-order products
Not returnable
Gift cards (if applicable)
Not returnable
4. Return Shipping & Fees
Item Type
Responsibility
Standard returns
Customer pays return shipping
Restocking fee
Up to 20% may apply depending on item and supplier
Original shipping fee
Non-refundable
5. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect:
Contact us within 48 hours of delivery
Provide clear photos or videos of the item and packaging
Resolution: After review, we may offer:
Replacement, or
Refund (if approved)
6. Exchanges
Exchanges are available for eligible items (subject to supplier approval)
Some items may not qualify once shipped
To request an exchange, contact our support team
7. Refunds
Step
Details
Inspection
Items are inspected upon receipt
Approval
Refund issued if conditions are met
Processing Time
10 business days
Refund Method
Original payment method
8. Return Process
Important Steps
All returns must be approved before sending
Do not send items without authorization
Return Address The return address is clearly mentioned on the parcel packaging received with your order. Please ensure that all returns are sent to the address provided on the package.
Unauthorized returns or returns sent to an incorrect address may not be accepted.
9. Important Notes
We are not responsible for returns sent without approval
Shipping fees (if any) are non-refundable
Delivery times may vary depending on supplier location
10. Contact Information
Business Name: One Window Pet Supply Company Address: 64 Clarence Road, Peterborough, England, PE1 2LA Phone: +44 7988518474 Website:https://onewindowltd.com/
Customer Service Opening Hours:
Monday to Friday: 09:00 AM – 06:00 PM
Saturday and Sunday: Closed
🕒 Response Time: We aim to respond within one business day.
