Returns
Our aim is to provide our customers with a first class service and product but we do appreciate that sometimes things do go wrong. If you are unhappy with your order please do not hesitate to contact us and we will do everything we can to help.
 
We will accept returns on faulty items or items that have been damaged in transit, for a replacement or refund.  Please contact us first to advise us of the problem.
 
If you would like to return an item for any other reason please contact us within 14 days stating your reason . Unfortunately we will be unable to refund any postage in these cases.
Where do I return goods to?
Please return goods to us at:
Manor Farm Barn, Chavenage, Nr Tetbury Glos  GL8 8XW

 
Can I change my mind and return the goods I've ordered?

Yes, with some exceptions (see below). If you change your mind, you can inform us that you wish to cancel or return your order up to 14 days after you have received it. You then have a further 14 days to return the goods to us.

You cannot cancel an order for certain items including: perishable items (such as animal or bird food) and items made to order.

If the goods have already been despatched, you will need to pay for their return. Items must be returned to us unopened and in perfect condition.

Your payment will be refunded in full, including basic shipping, once the goods have been returned. However, we may make a deduction from your refund if the value of the goods has been reduced as a result of you handling them more than was necessary. The extent to which a customer can handle the goods is the same as it would be if you were assessing them in a shop – for example goods should be unused and in their original, unopened packaging.

I have received the wrong goods - what should I do?

We do our very best not to make mistakes, but if things do go wrong, please let us know straight away so that we can arrange for the goods to be returned to us and a replacement sent as quickly as possible.

Please email us on shop@simonkingwildlife.com or phone 01666502322

Items must be returned to us unopened and in perfect condition.

We will usually despatch the correct item only once the goods have been returned. However, if we agree to send you a replacement for an incorrect item before it is returned, you must return the original item to us within 14 days otherwise we reserve the right to charge you for both items. Please note all goods remain the property of Simon King Wildlife until paid for in full.

My goods have arrived damaged - what should I do?
 
Please check your goods carefully when they arrive, and tell the courier immediately if they are damaged. If you sign to say that the goods were received in good order we cannot subsequently accept liability for damaged sustained in transit.
If you notice any damage when your items first arrive please let us know straight away so we can arrange for the goods to be returned to us and a replacement sent as quickly as possible.
It is very helpful if you are able to email us a photograph of the damage. shop@simonkingwildlife.com
We will usually despatch a replacement item only once the damaged goods have been returned. However, if we agree to send you a replacement before the damaged item returned, you must return it to us within 14 days otherwise we reserve the right to charge you for both items. Please note all goods remain the property of Simon King Wildlife until paid for in full.
You must notify us of any damages within 30 days of receiving the goods.
I have received a faulty item

Please contact us as soon as possible.  DO NOT return the item to us without speaking to us first.

You are liable for the cost of returning the item to us.

If you notify us of a fault within 30 days of receiving the item, you have the option of a full refund, repair or replacement.

If you notify us of a fault after 30 days but within 6 months, the item will be repaired or replaced, at our discetion. If this is not possible you will received a full refund.

Items that are covered by a warranty will be handled according to the terms of that warranty.

We will usually despatch a replacement item only once the faulty goods have been returned. However, if we agree to send you a replacement before the faulty item returned, you must return it to us within 14 days otherwise we reserve the right to charge you for both items. Please note all goods remain the property of Simon King Wildlife until paid for in full.