Returns & Refunds

At Crown Crest Pet Nutrition, we want you to feel confident when ordering from us.

If you change your mind, receive an incorrect item or encounter a problem with your order, the information below explains your options and how we can help.

Your Right to Cancel

If you purchase directly from our website, you normally have the right to cancel your order within 14 calendar days of receiving your goods, without providing a reason.

To exercise this right, please contact us through our Contact Us page within the cancellation period and clearly state that you wish to cancel your purchase.

You then have a further 14 calendar days to return the relevant products.

This policy does not affect your statutory consumer rights.

Returning Unwanted Products

If you change your mind, please keep the products unused, with their original packaging and any protective seals intact.

As Crown Crest supplements are consumable products, sealed goods that are unsuitable for return due to health protection or hygiene reasons may be excluded from the statutory cancellation right if their protective seals have been broken after delivery.

This exception does not affect your rights if a product is faulty, damaged or not as described.

Please contact us before returning an order so we can provide the appropriate return instructions and address.

Return Postage

For returns made because you have changed your mind, you are responsible for the direct cost of returning the products.

We recommend using a tracked postal service and retaining proof of postage.

If an item is faulty, damaged or incorrect, we will arrange an appropriate resolution in accordance with your statutory rights, including necessary return postage where applicable.

Refunds

Once your cancellation and return have been processed, we will refund the appropriate amount to your original payment method, unless you have expressly agreed otherwise.

Where a complete order is cancelled under your statutory cancellation right, the refund will include the original standard delivery charge. Additional charges for an enhanced delivery service are not refundable beyond the standard delivery cost.

Refunds will be made within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been sent back, whichever occurs first.

Any reduction in value caused by handling beyond what would reasonably be permitted when examining goods in a shop may be deducted where the law allows.

Your bank or payment provider may take additional time to display the refund.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, contains an incorrect product or appears faulty, please contact us as soon as reasonably possible.

Include your order number, a description of the issue and photographs where helpful.

We will review the matter and arrange an appropriate remedy in accordance with your statutory rights.

Your rights relating to faulty or misdescribed products are separate from the 14 day cancellation period.

Cancelling Before Dispatch

If you need to cancel an order before it has been dispatched, please contact us as soon as possible.

Where cancellation is possible before dispatch, we will arrange the appropriate refund.

If the order has already entered the delivery process, the normal cancellation and returns arrangements will apply.

How to Contact Us About a Return

Please visit our Contact Us page and provide your order number, contact details and the reason for your enquiry.

You may also exercise your statutory cancellation right by sending us a clear statement of cancellation. You are not required to use a particular form.

We will provide the return address and any relevant instructions.

Please do not send products back without confirming the correct return destination.