Returns Policy

Returning an item you purchased:

You are our number one priority. If you are in anyway unhappy with your purchase please contact us. Except where your product is faulty, you must return your item(s) to us within 14 days of purchase.

You can amend an order provided we receive notice of your wish to amend before it is dispatched.

Our customer care representatives are here to help from 9am to 5.00pm, Monday to Friday. If you’d like to speak to us, please call: 051 572160 or email: hello@IrishPetFoodDirect.ie To help us assist you quickly, please quote your order reference number from your order confirmation.

It’s ok to change your mind!

When you purchase online or by phone you have a statutory right to return unopened product (in the case of Dog Drying Coats, they must not have been fitted on your dog, be clean, free of any dog hair and in original packaging with tags, and in a resaleable condition) up to 14 days after receiving your order: This is the “cooling off period”. (European Directive on Distance Selling) We can change or cancel an order up until it is dispatched. If the order has been dispatched, you can return the unopened goods and we will organise a refund (excluding delivery cost). Refunds are processed within 3 days of receipt and to your original payment method.

In the unlikely event that your item is faulty, please contact us within 30 days at hello@IrishPetFoodDirect.ie so that we can arrange the return for you.

Exchange

Exchange is possible on non-food products provided the item has not been used or fitted on a dog, is clean, free of any dog hair and in original packaging and in resaleable condition. The cost of the return postage is at the expense of the customer. On receipt of the returned item and subject to it being in resalable condition a credit will be issued against the new item. Any difference in price will be due along with the cost of shipping the new item. If the item is of lesser value, a credit will be issued excluding shipping costs. 

Damaged, Faulty or Incorrect Items

What happens if I received the wrong items in my order?

In the unlikely event you received the wrong item in your order, please contact us straight away at hello@IrishPetFoodDirect.ie or call us on 051 572160.

If we’ve sent you something other than what you originally ordered we will send you out the correct item or issue a refund if it is out of stock and collect the incorrect item at our expense.

What happens if the item is faulty?

In the unlikely event that a product is faulty, you are entitled to a full refund or replacement. If you think that we have sent you a faulty product, please contact us straight away at hello@IrishPetFoodDirect.ie or call us on 051 572160.

Any breakages or damages must be reported to us within 2 days of delivery. Please do not sign for delivery if a package has been damaged in transit.

Determination as to whether a product is faulty or not will be at the sole discretion of Irish Pet Food Direct. We may ask you to send us some photos of the item and/ or return it to us for inspection. Where a product is determined to be faulty we will refund your original delivery charges and you will not be charged for any extra postage costs incurred.

How do I return my order?

To return goods to us contact our customer care team at hello@IrishPetFoodDirect.ie or by telephone on 051 572160 for a return's authorisation. We will send you a return courier label and arrange collection.

If you return goods using another method, we recommend using an insured and traceable carrier because until the package is received by us, it remains your responsibility. If the reason for return is our fault, we will cover the cost of returning the goods to us.

Please make sure goods are securely packaged to avoid damage in transit and make sure to include your order reference number, email address and contact number with your return. You can return your order to the address below:

Irish Pet Food Direct,
Unit 2, Riverstown Business Park,
Tramore,
Co. Waterford

Eircode: X91 DE72

Unless faulty, all items returned must be in their original condition and packaging, with all labels intact and be in resaleable condition.

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