Damaged Goods Policy – Trade Customers
Inspection Period All goods must be inspected upon delivery. Claims for damaged, defective, or short-shipped products must be reported within 48 hours of receipt with photographic evidence sent to office@phytopet.co.uk.
Reporting Requirements
- Order number and invoice reference
- Clear photographs showing damage to both product and packaging
- Quantity affected
- Carrier's delivery documentation if outer packaging is damaged
Resolution Verified claims will be resolved via
- Replacement shipment at no charge (standard method)
- Credit note applied to account for damaged value
- Refund to original payment method (if requested)
Return Shipping
- Damaged goods due to transit: we arrange collection at our expense
- Defective products: return shipping covered by Phytopet Ltd
- Customer error or preference changes: not covered under this policy
Timeframe Replacements dispatched within 2 business days of claim approval. Credits processed within 5 business days.
Exclusions Claims not reported within 48 hours, damage caused by improper storage, or products past their best-before date are not eligible.
