Urban Pet Play Ltd is committed to providing high-quality products, clear communication, and a smooth shopping experience. If something goes wrong, this Complaints Policy explains how to raise a complaint, what information to include, and how we will handle it fairly and promptly.
1) How to make a complaint
You can contact us using the details on our website (e.g., email or contact form). Please include:
- Your full name and preferred contact details
- Order number (if applicable)
- The product name and description of the issue
- Photos or supporting evidence (where relevant)
- What outcome you would like (replacement, refund, advice, etc.)
2) What happens next
- We will acknowledge your complaint as soon as possible and aim to respond within a reasonable timeframe.
- We may ask for additional information to help investigate the issue.
- Where a product issue is reported, we may request photos, batch details, or return of the item for inspection.
3) Returns, refunds, and faulty items
If your complaint relates to a faulty, damaged, or incorrect item, Urban Pet Play Ltd will review the issue and, where appropriate, offer a suitable remedy in line with consumer law—such as a replacement, repair (if applicable), or refund. If a return is required, we will confirm the return process and any packaging or postage instructions.
4) Delivery issues
If your complaint concerns delivery (late, missing, or damaged parcels), please contact us promptly with your order number and delivery details so we can investigate with the courier and work toward a resolution.
5) Escalation
If you are unhappy with the initial response, you can request that the complaint be escalated for further review. We will reassess the matter and provide a final response.
6) Contact
For complaints, please use the contact details provided on the Urban Pet Play Ltd website and include “Complaint” in the subject line to help us direct your message quickly.