Refunds & Returns

Version 2024.01

We hope that you and your pets are 100% satisfied with your purchase but if not, we offer a returns policy of 14 days from receipt of your order, which means you have 14 days after receiving your item to request a return. For a refund where due, the item must be returned to us at the below address within 7 days of requesting the return.

To be eligible for a return, your item must be in the same condition that you received it in, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds to the full value of the order are only issued if the item got lost or damaged in transit, or there is evidence of a damaged, faulty or incorrect product being supplied. In such an event, we will either issue you with a returns label to send the product back to us, or refund the item in full, including the shipping paid. If the damaged or incorrect item formed part of a larger order, shipping will not be refunded.

Unless the item is damaged, faulty or different to what's been ordered, returns postage is paid for by the customer. We recommend using Royal Mail’s Click and Drop service to purchase your returns postage but accept returns via any courier of your choice.

To start a return or to request a refund, please contact us at hello@stelr-group.com. Please use 'Returns + Your Order Number' as a subject line and let us know why you would like to return the product, including any photo evidence where applicable.

Please post your returns to us at:

Stelr Group Ltd t/a Stelr Pets
Kingsway House
40 Foregate Street
Worcester
WR1 1EE

Please wait for us to authorise the returns. Items sent back to us without first requesting a return will not be accepted and may not be refunded.

You can always contact us for any return question at hello@stelr-group.com.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and put it right for you.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food and treats, custom products (such as special orders and personalised items), veterinary products (such as flea treatments and wormers), hazardous materials (such as flammable liquids, pet deodorants and aerosols) and gift cards. We also do not accept returns of any used items including pet food or treats, brushes, toys or pet hygiene items. Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item, once the return is accepted.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. We aim to process all refunds within 3 working days from receipt of the returns but please allow up to 14 days after sending your order back to us for the returns process to be completed. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 14 business days have passed since we’ve received your returns but you haven't heard from us, please contact us at hello@stelr-group.com.