Refund policy
Return Policy
At UMFA LIMITED, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we offer a straightforward return process. Please read this Return Policy carefully before requesting a return.
30-Day Return Policy
You may return eligible items within 30 calendar days from the date your order is delivered.
To qualify for a return, the item must meet the conditions outlined below.
Return Eligibility
To be eligible for a return, your item must:
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Be returned within 30 days of delivery.
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Be unused or only minimally handled to inspect the product.
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Be in its original condition.
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Include all original packaging, accessories, manuals, tags, and inserts (where applicable).
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Be free from damage caused by misuse, accidents, or improper handling.
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Include proof of purchase, such as your order confirmation or receipt.
We reserve the right to inspect all returned items before approving the return.
Items That Cannot Be Returned
For hygiene, safety, and legal reasons, we cannot accept returns of:
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Opened pet food or treats.
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Opened pet supplements or vitamins.
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Opened grooming or hygiene products.
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Products that have been used by a pet.
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Personalised or customised products.
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Gift cards.
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Clearance or final sale items (where clearly marked).
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Products damaged due to misuse, neglect, or accidental damage.
These exclusions do not affect your statutory rights under consumer law.
Free Returns
We provide a free prepaid return shipping label and no restocking fee for approved returns.
Customers are not required to pay return postage for eligible returns.
Please do not send items back without contacting us first, as returns sent without authorisation may experience delays in processing.
How to Request a Return
To begin a return, please contact our customer support team.
Please include:
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Your order number.
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Your full name.
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The email address used for your order.
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The reason for your return.
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Photographs (if the item is damaged, incorrect, or defective).
Email:
Our team will review your request and provide further instructions along with a prepaid return shipping label if your return is approved.
Returning Damaged or Incorrect Items
If you receive:
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A damaged item.
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A defective product.
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An incorrect item.
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An item with missing parts.
Please notify us within 48 hours of delivery.
Providing photographs of the item and packaging will help us resolve your request more quickly.
Where appropriate, we may offer:
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A replacement.
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An exchange.
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A return.
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A refund in accordance with our Refund Policy.
Exchanges
We offer exchanges within 30 days for eligible items.
Exchanges are subject to stock availability.
If the requested replacement item is unavailable, we will contact you to discuss alternative options.
Packaging Your Return
Please ensure the returned product is securely packaged to prevent damage during transit.
Whenever possible, use the original packaging supplied with your order.
Items damaged during return transit due to insufficient packaging may affect the outcome of your return.
Inspection of Returned Items
All returned products are inspected upon arrival.
We aim to complete inspections within 2–5 business days after the return has been received.
Once the inspection has been completed, we will notify you of the outcome by email.
Return Address
Do not send products to the registered company address unless instructed.
Once your return request has been approved, we will provide the correct return address together with your prepaid return shipping label.
we aim to make the refund process clear, fair, and straightforward. If you are eligible for a refund, we will process it promptly in accordance with this policy and your statutory rights under UK consumer law.
Refund Eligibility
A refund may be issued when:
- A returned item has been received and approved following inspection.
- You receive a damaged, defective, or incorrect item.
- Your order cannot be fulfilled due to stock availability.
- Your order is cancelled before it has been dispatched.
- We are unable to deliver your order due to circumstances within our control.
All refunds are subject to review and approval in accordance with this policy.
Refund Processing Time
Once we receive and inspect your returned item, we will notify you of the outcome by email.
If your refund is approved, it will be processed within 5 business days.
Please note that after we issue the refund, your bank or payment provider may take additional time to credit the funds to your account. This timeframe varies depending on your payment method and financial institution.
Refund Method
Approved refunds will be issued using the same payment method used for the original purchase.
For security reasons, refunds cannot normally be sent to a different card, bank account, or payment method.
Full Refunds
A full refund may be issued if:
- The item is returned in accordance with our Return Policy.
- The wrong item was supplied.
- The item arrived damaged or defective.
- Your order is cancelled before dispatch.
- The item cannot be supplied.
The refund will include the amount paid for the eligible item(s). Any applicable shipping charges will be refunded where required by law or where the issue resulted from our error.
Partial Refunds
In certain circumstances, a partial refund may be offered, including where:
- The returned item shows signs of use beyond reasonable inspection.
- Parts, accessories, or original packaging are missing.
- The item is returned in a condition that reduces its value.
- Damage has occurred due to customer misuse.
Any partial refund will be assessed fairly, and we will explain the reason before processing it.
Non-Refundable Items
Refunds are generally not available for:
- Opened pet food or treats.
- Opened pet supplements.
- Opened grooming or hygiene products.
- Products used by pets.
- Personalised or customised items.
- Gift cards.
- Final sale or clearance items where clearly identified.
These exclusions do not affect your statutory rights where goods are faulty, not as described, or otherwise fail to meet legal requirements.
Damaged or Incorrect Orders
If your order arrives damaged, defective, incomplete, or incorrect, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the item.
- Photographs of the packaging where applicable.
Following review, we may offer:
- A replacement.
- An exchange.
- A repair (where appropriate).
- A full refund.
Cancelled Orders
Orders cancelled before dispatch are eligible for a full refund.
Once an order has been dispatched, it cannot normally be cancelled. In such cases, you may request a return after delivery in accordance with our Return Policy.
Delivery Issues
If a parcel is lost during transit, we will investigate the matter with the courier.
Where the parcel is confirmed as lost, we may offer:
- A replacement item, or
- A full refund.
Failed Deliveries
If an order cannot be delivered because an incorrect shipping address was provided by the customer, additional shipping charges may apply for reshipment.
Refunds may be reduced where costs have already been incurred due to incorrect information supplied at checkout.
Late or Missing Refunds
If you have not received your refund:
- Check your bank account again.
- Contact your card issuer or payment provider.
- Contact your bank, as processing times can vary.
- If you still have not received your refund after allowing sufficient time, please contact us.
Chargebacks
If a payment dispute or chargeback is opened with your bank or card provider, the refund process may be paused until the investigation has been completed.
We encourage customers to contact our support team first so we can resolve any issues as quickly as possible.
Consumer Rights
Nothing in this Return Policy limits or excludes your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable consumer protection laws.
Contact Information
UMFA LIMITED
Company Number: 17190040
Registered Address:
Unit A, 82 James Carter Road
Mildenhall
United Kingdom
IP28 7DE
Email:
Telephone:
+44 7988516262
Business Hours:
Monday – Saturday
9:00 AM – 6:00 PM (UK Time)