Cancellation policy

Under the Consumer Contracts (Information Cancellation and Additional Charges) Regulations 2013, unless an exception applies, if you are a consumer you have a cooling off period during which you are entitled to cancel your purchase if, for any reason, you decide you no longer want the goods or services. This is an additional right and does not affect your statutory right to reject faulty goods or unsatisfactory services and any other rights you may have as a consumer under the Consumer Rights Act 2015.

The Consumer Contracts Regulations give you the right to cancel your purchase of an item from the date the contract is concluded (ie the date we send our Order Confirmation email) until the expiry of a period of 14 "working days”, beginning the day after the day on which you received the item.

The right to cancel will cease to be available in the following circumstances:

  • In the case of a contract for the supply of sealed goods which are not suitable for return due to health protection, or hygiene reasons if they become unsealed after delivery.
  • Goods that have been made to your specification or clearly personalised or which by reason of their nature cannot be returned

Where a notice of cancellation is issued, then the end of the cooling off period will be:

  • For a sales contract - at the end of 14 days after the day on which the goods come into your physical possession, or a person identified by you other than the carrier
  • For a sales contract with multiple goods are ordered by you in one order, but some of the goods are delivered on different days - at the end of 14 days after the day on which the last of the goods come into your physical possession, or a person identified by you other than the carrier
  • For a sales contract under which goods consisting of multiple lots, or pieces of something are delivered on different dates - at the end of 14 days after the day on which the last of the lots, or pieces come into your physical possession, or a person identified by you other than the carrier
  • For a sales contract for regular delivery of goods during a defined period of more than one day - at the end of 14 days after the day on which the first of the goods come into your physical possession, or a person identified by you other than the carrier

Where you exercise the right to cancel the contract under the Consumer Contract Regulations, and the contract is cancelled, then the cancellation of this contract will also result in the automatic cancellation of any ancillary contract which may have been entered into in respect of the services/goods etc under the contract.

How to return an item:

If you cancel the contract once the goods have been despatched, please enclose a note giving the reason for the return, wrap package securely in its original packing and send it to:

Biome4Pets Ltd

Unit 5. Dunley Hill Court

Ranmore Common. Dorking

RGH5 6SX

For your protection we recommend you use a recorded-delivery service.

Please note that you will be responsible for the cost of returning the item/s to us except where they were delivered in error, they were supplied as substitutes, they did not match the description given to them, they were not of satisfactory quality or they were not fit for the purpose.

If we do not receive the item/s from you following your notice of cancellation, we may arrange for collection of the item/s at your cost except where they were delivered in error, they were supplied as substitutes, they did not match the description given to them, they were not of satisfactory quality or they were not fit for the purpose.

Save for where We have offered to collect any Goods/Items from You, all Goods/Items must be returned by You without undue delay, and no later than 14 days after the day on which You inform Us you are cancelling the contract.

We will refund the purchase price for the returned item together with the original delivery charge less reimbursement of any collection costs within the following appropriate timescales:

  • For a sales contract – The end of 14 days after We receive the goods back from You, or if earlier the day on which You will supply evidence to Us of having sent the goods back .
  • 14 working days after the day on which We are informed of Your decision to cancel the contract.

You are expected to take reasonable care of the item you wish to return and we reserve the right in accordance with Regulation 34 to make an appropriate deduction from the purchase price where goods are not returned in the condition in which you received them, or deduct from the refund an amount reflecting the divisional value of the goods caused by the unnecessary handling by You.

In the unfortunate event that your goods do not match the description given on the Website, or are not of satisfactory quality or are not fit for the purpose at the time of sale, we will provide a full refund, provided you notify us within a reasonable time, or at your request we will repair or replace the goods as an alternative to a refund, provided the costs involved are not disproportionate. We confirm that we will comply at all times with your Statutory rights under the Sale of Goods Act 1979 as amended.