SHIPPING & RETURNS

SHIPPING POLICY

Free Royal Mail Tracked 48 Post on all UK (ZYMOX Only) orders

SHIPPING

Terms & Conditions – Furever Products

Shipping Information

Furever Products offers fast and reliable delivery across the UK using trusted postal and courier services.

Our standard shipping service is Royal Mail Tracked 48, which typically delivers within 2 working days from dispatch. Customers may upgrade their delivery at checkout to Royal Mail Tracked 24 or Royal Mail Special Delivery Guaranteed by 1pm (where available) for faster delivery.

Orders placed before 2:00 PM (Monday to Friday) are usually dispatched the same working day. Orders placed after 2:00 PM, at weekends, or on UK bank or public holidays will be dispatched on the next working day.

Tracking information will be emailed to customers once their order has been dispatched.

Order Processing & Dispatch

We process orders during our normal business hours, Monday to Friday, excluding Saturdays, Sundays, and UK bank or public holidays.

Orders received before 2:00 PM on a working day will normally be dispatched the same day. Orders received outside these times will be processed and dispatched on the next available working day.

All products displayed on our website are normally held in stock. In the unlikely event that an item becomes unavailable after an order has been placed, we will contact you to offer either a full refund or the option to wait until the item is restocked.

If you provide an email address when placing your order, you will receive order confirmation and tracking updates where applicable.

Delivery Options

Our standard delivery service for most UK orders is Royal Mail Tracked 48, providing a fully tracked delivery service.

Customers may also choose:

Royal Mail Tracked 24 for faster delivery.
Royal Mail Special Delivery Guaranteed by 1pm for eligible products requiring next working day delivery.

Delivery upgrades improve the speed of the postal service used but do not alter our order processing times or business hours.

Certain UK locations may incur an additional delivery surcharge. Where possible, this surcharge will be calculated automatically at checkout. If this is not possible, we will contact you before dispatch to discuss the additional cost. We reserve the right to cancel and refund any order where the additional delivery charge is declined.

International Shipping

Furever Products ships to selected destinations outside the United Kingdom.

Customers ordering from outside the UK are responsible for ensuring that the products they purchase comply with local import regulations. Any customs duties, import taxes, brokerage fees, VAT, handling charges, or other fees imposed by the destination country are the sole responsibility of the customer.

Furever Products cannot be held responsible for delays caused by customs inspections, import processing, or local postal authorities. We are also not liable for any additional costs, taxes, duties, storage fees, or charges incurred during the customs clearance process.

If an order is refused by customs or returned due to unpaid duties or import restrictions, any refund will be subject to the deduction of shipping costs, return charges, customs fees, and any other costs incurred.

Delivery Timeframes & Liability

Delivery estimates provided on our website or by our delivery partners are estimates only and are not guaranteed, unless expressly stated by the delivery service purchased.

While we make every effort to dispatch orders promptly, Furever Products cannot be held responsible for delays resulting from postal disruptions, adverse weather conditions, customs processing, courier operational issues, industrial action, or any other circumstances beyond our reasonable control.

We rely on third-party delivery providers and are bound by their terms and conditions, which state that delivery times are estimates rather than guarantees.

Limitations of Liability

To the fullest extent permitted by law, Furever Products shall not be liable for:

Delayed deliveries.
Lost, damaged, or misdirected parcels while in transit.
Customs delays or import-related issues.
Customs duties, import taxes, VAT, brokerage fees, or other government charges.
Any indirect or consequential losses resulting from delivery delays or product issues.

If you are purchasing products that are essential for your pet's health, comfort, housing, or ongoing care, we strongly recommend maintaining sufficient supplies and contingency arrangements in the event of unexpected delivery delays.

By placing an order with Furever Products, you acknowledge and accept these shipping terms and conditions.

Returns & Exchange Policy – Furever Products

Our Returns Promise

At Furever Products, we want you to be completely satisfied with your purchase. If you experience any issues with your order, our customer support team is here to help resolve the matter as quickly and fairly as possible.

If you need assistance, please contact us at info@fureverproducts.co.uk before returning any items.

Change of Mind Returns

If you change your mind about your purchase, you may return the item within 14 days of receiving your order, provided that:

The item is unopened, unused, and in its original condition.
The product remains in its original packaging with any seals intact.
The item is suitable for resale.

Before returning the item, please contact us by email to obtain return instructions.

Once the returned item has been received and inspected, a refund will be issued to the original payment method. Original delivery charges are non-refundable unless required by law, and the customer is responsible for the cost of returning unwanted items.

For hygiene and safety reasons, we cannot accept returns of products that have been opened, used, or where the original seal has been broken unless the product is faulty.

Incorrect Items Received

Although every order is carefully checked before dispatch, mistakes can occasionally occur.

If you receive an incorrect item, please notify us within 14 days of delivery by contacting info@fureverproducts.co.uk.

Once verified, we will arrange the return of the incorrect item at no cost to you and dispatch the correct product as quickly as possible.

Damaged or Faulty Items

If your order arrives damaged, defective, or develops a fault upon first use, please contact us within 48 hours of delivery, providing details of the issue and, where possible, photographs showing the damage.

We will investigate the matter promptly and, where appropriate, arrange a replacement or refund. Return shipping costs for damaged or faulty goods will be covered by Furever Products where the fault is confirmed.

Providing photographs of the packaging and product helps us improve our packaging processes and report transit damage to our delivery partners.

Non-Returnable Items

Unless faulty, we are unable to accept returns of:

Opened pet supplements or healthcare products.
Opened food products or treats.
Products with broken security seals.
Items personalised or made specifically to order.
Any product that cannot be resold for hygiene or safety reasons.

This policy does not affect your statutory rights under UK consumer law.

Refund Processing

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will normally be processed within 5 working days back to your original payment method. Please note that your payment provider may take additional time to credit the funds to your account.

If a returned item is found to have been used, opened, damaged by the customer, or otherwise unsuitable for resale, we reserve the right to refuse the refund or make an appropriate deduction where permitted by law.

International Returns

Customers returning items from outside the United Kingdom are responsible for all return shipping costs unless the item is faulty or supplied in error.

Furever Products cannot refund any customs duties, import taxes, brokerage fees, or other charges imposed by the destination country. Any customs charges incurred when returned goods re-enter the UK may be deducted from the refund where applicable.

Product Images

Product images displayed on our website are for illustrative purposes only. Packaging, labelling, colours, or product appearance may vary slightly from the images shown due to manufacturer updates or production changes.

Furever Products reserves the right to update product images and descriptions without prior notice.

Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact our customer support team at info@fureverproducts.co.uk and we will be happy to assist you.

By placing an order with Furever Products, you acknowledge that you have read and accepted this Returns & Exchanges Policy.