Refund policy
At Brambles, we take great care in producing and dispatching every order and hope that you are completely satisfied with your purchase.
If you have any questions regarding your order, please contact our Customer Care team at hello@bramblespaw.co.uk or call 0800 098 8057.
Returning Food, Treats or Accessories
If you wish to return an item purchased directly from Brambles, please contact us at hello@bramblespaw.co.uk or 0800 098 8057 within 14 days of receiving your order, and we will do our best to resolve the issue. This timeframe aligns with the source policy used as the basis for this adaptation.
Please also contact us within 14 days if the goods received are not the items you ordered.
Faulty Products
If you believe a product is faulty, please contact us within 30 days of receipt at hello@bramblespaw.co.uk and provide:
- Your order number
- Details of the issue
- Photographs where applicable
- Best Before Date and Batch Number (if applicable)
We may ask that the product be returned for investigation. Where a fault is confirmed, we will arrange an appropriate replacement or refund.
We reserve the right not to refund return postage costs where returned products have been tampered with, the incorrect item has been returned, or the wrong item was originally ordered by the customer.
Purchases from Third-Party Retailers
If you purchased a Brambles product from a pet store, marketplace, online retailer, or other third-party seller, please contact that retailer directly regarding refunds, replacements, or returns. Brambles can only process refunds or replacements for products purchased directly through our website. This mirrors the third-party retailer limitation stated in the source policy.
Customer Ordered Incorrect Item
If you have ordered the wrong product, provided an incorrect delivery address, or made a purchase without checking the product information, any returned item must be:
- Unopened
- Unused
- In its original condition and packaging
Where applicable, we will refund the purchase price of the item once it has been received and inspected. Return shipping costs incurred by the customer will not be refunded.
Incorrect Item Sent by Brambles
If we have sent the wrong item, we will arrange collection or provide a suitable return method at no cost to you, provided the item remains unopened, unused, and in its original condition.
Missed Deliveries, Refused Deliveries and Incorrect Addresses
Customers are responsible for ensuring that delivery details are accurate and complete at the time an order is placed. Once an order has been dispatched, amendments may not be possible.
Customers are also responsible for accepting deliveries or providing appropriate safe-place instructions directly to the delivery carrier where available. Brambles cannot accept responsibility for failed deliveries resulting from incorrect address information or where delivery instructions have not been provided. This section is adapted from the carrier responsibility clauses in the source policy.
Where a parcel is returned to us due to a missed delivery, refusal of delivery, or incorrect delivery information, any refund may be subject to deduction of the carrier's return costs and associated charges.
How to Return an Item
Please contact us before returning any product so that we can provide appropriate return instructions.
When returning an item, please include:
- Your name
- Order number
- Contact details
- Reason for return
Failure to provide sufficient information may delay the processing of your refund or replacement.
Please send returns to:
Mere Drove
Lade Bank
Boston
Lincolnshire
PE22 9RJ
We recommend obtaining proof of postage from your chosen courier and retaining it until your refund or replacement has been processed.
Refund Processing
Once your return has been received and inspected, refunds and approved replacements will normally be processed within 14 days. No refund or replacement will be provided where products are found to have been tampered with or used in a manner inconsistent with their intended purpose.
Your Statutory Rights
Nothing in this policy affects your statutory rights under applicable consumer protection legislation.