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.