Returns Policy

Email: Enzospetemporium@outlook.com

Enzo’s Pet Emporium will use its discretion on all refund and exchange requests.

Enzo’s Pet Emporium prides itself on producing and making each and every handmade product to a high standard. Each product is inspected, measured and photographed prior to being sent out.

If a product is received damaged, the consumer must notify Enzo’s Pet Emporium within 48 hours of delivery. Following 48 hours of delivery if the consumer has not notified Enzo’s Pet Emporium of any product issues, then the product will be deemed as being accepted as in good condition and working order.

Where an Enzo’s Pet Emporium product has been proved to be faulty, then a replacement product will be offered at no charge to the consumer.

Enzo’s Pet Emporium cannot be held responsible for any incorrect measuring of any of the items that are made to order with the measurements provided by the consumer. A refund will not be offered on any products that have been made to order, with measurements provided by the consumer whereby the measurements have been deemed incorrect.

* Please note: All of Enzo’s Pet Emporium Made-to-measure products (Leads, Harnesses, Collars) cannot be returned and are strictly non-refundable (unless found to be faulty or defective) *

* We cannot accept items where the tags have been removed under any circumstances. Any items returned without packaging or tags, will not be refunded or exchanged *

Returns Procedure

To be eligible for a refund or exchange from Enzo’s Pet Emporium the following procedure must be followed:

All faulty products on delivery received must be reported within 48 hours of being received.

Enzo’s Pet Emporium recommends sending back products to us using recorded delivery for proof of delivery as we cannot accept responsibility for any items that have been lost or damaged in transit of being returned to Enzo’s Pet Emporium.

When returning products, all the following information must be clearly detailed:
1. Customer name and contact information (Email/Phone number)
2. Reference number if required
3. Date of your order
4. Reason for Return

The consumer will be responsible for all postage costs for returning a product to Enzo’s Pet Emporium (Unless proven to be faulty, whereby Enzo’s Pet Emporium will cover the cost of the postage return).

Enzo’s Pet Emporium will notify the consumer via email once a returned product has been received.  Enzo’s Pet Emporium will inspect all returned products and notify the consumer whether a refund has been approved or rejected and the reasons why. If a refund has been approved, your refund will then be processed and returned to the original method of payment within 30 days.

Where a refund or exchange has been requested by the consumer for reasons other than the product being faulty, Enzos Pet Emporium reserve the right to refuse a refund on any product that has been returned and deemed not in resaleable condition, without its original tags and packaging. This does not affect your statutory rights.

All products being returned must be sent to the following address:

Enzo’s Pet Emporium
8 South End
Osmotherley
North Yorkshire
DL6 3BL

Cancellation Policy

Enzo’s Pet Emporium request that any orders that a consumer wishes to cancel then they do so within 24 hours of ordering. If a consumer does not cancel the order within this time frame and the product has been produced and dispatched a refund will not be offered.