Wundapets strive to provide the very best for all its customers in terms of product, price and service.
Postage & Packaging
All our items are individually listed with postage costs stated. If you buy more than one product from us then we are happy to combine the items to reduce the postage costs for you. Please email us via eBay for a reduced postage quote.
Most small packages are dispatched using Royal Mail 1st or 2nd Class or Standard Parcel service; please allow up to 5 working days for delivery.
Note: Please ensure that we have the correct shipping address for your order as the Checkout will automatically use the registered PayPal address for customers paying with PayPal - this may not be the same as your registered eBay address if your details are not up to date. Please also note that you can review and change the shipping address within the Checkout, which is useful if you would like your order sent to an alternative address such as your work address.
For larger orders wundapets use a trackable courier service such as DPD or Fastway. This service is 1-3 working days, although this is not guaranteed (we can request Saturday deliveries at an extra cost please email for quote). Customers can be sent a text message or an email with a 1 hour delivery slot by DPD if Fastway is used we can provide the parcel number on request.
Our courier charges apply to the UK mainland only and exclude
Northern Ireland, Scottish Highlands & Islands, Channel Islands, other off shore islands, Isle of Wight and Isle of Man. These locations incur a postage surcharge of £12.00.
In order for us to make a claim against our courier we need to be made aware of any parcel not received within 10 business days.
Royal Mail Order Not Arrived?
Wundapets will always obtain ‘proof of posting’ for small packages and larger packages sent via Royal Mail. Orders sent via courier will have a tracking number and require a signature on delivery.
Wundapets will not accept any responsibility for items that are delayed or lost due to incorrect address details provided by the customer.
For peace of mind you can request that your order be sent by Royal Mail Recorded Delivery for an extra 75p.
Please advice us within 10 business days of any parcel not received
Wundapets accepts NO RESPONSIBILTY for items lost or stolen in the post. No case will be pursued by us unless recorded delivery is used.
In the unfortunate and rare event that you order has not arrived within 15 working days from date of dispatch, please contact us and we will help to assist you with pursuing your claim with Royal Mail. Please note ‘we do not’ file a lost item claim for you but provide all the necessary information for you to complete the claim form yourselves, and provide proof of postage if required. Royal Mail / Post Office claims, damages or lost item complaint cannot be followed up until 15 working days have passed.
Undelivered Parcel
If a parcel is returned to us undelivered because of failure to collect or rearrange delivery with either the post office or courier, a re-delivery charge is payable to us before we will resend your package.
Refunds are only available within 7 days of ordering and our return policy applies.
Damaged Parcel?
In the unfortunate event your parcel arrives damaged you should refuse delivery if the damage is obvious. It will be returned to us and replaced. If you have accepted the parcel please contact us immediately. Damages must be reported within 24 hours.
Returns
If any item purchased from Wundapets. is found to be faulty, damaged in transit or differing from the description given, then we will be pleased to arrange either a refund or a replacement of the product at the customers discretion.
Some images that we use to show a picture of the product are supplied by our supplier and not of the actual product, they are for demonstration purpose only so from time to time products may vary slightly from those shown. If you require a photo of the specific product that will be sent out then please ask before purchase. If you are returning a product for this reason then only the product price will be refunded less postage and packaging costs.
All returns MUST be notified to Wundapets via the contact eBay button within 7 days of delivery of the product, at which point we will give you details of how to return the goods to us.
If upon receipt the item is not found to be faulty then an extra postage charge will be requested before the product is returned to the customer and no refund will be issued.
All damaged goods will be required to be returned to us for inspection, we do not issue part refunds for damaged items that customers are willing to keep. We will replace damaged items once we have received the original damaged item back. You may be required to complete a form at some point by Royal Mail regarding this damage.
Goods ordered by mistake
In the event of a customer purchasing an item from Wundapets by mistake and through no fault of ourselves, we will be pleased to refund the item provided that the original item is returned to us in an unused and saleable condition within 7 days of receipt of order.
However, please note that for goods returned under these circumstances, return carriage costs are the responsibility of the customer. We will also retain the postage and packaging charged at the point of order plus a 10% handling charge.
Some of our items are only available for special order and are therefore non-returnable unless faulty or damaged.
Please note this does not affect your statutory rights as a consumer.
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