Refund and Returns Policy
Private Clients,
We do not offer refunds or returns on any damaged food items. Refunds are only issued if the product is returned in its original packaging and is completely undamaged.
Big Ben Pets reserves the right to deliver within 5 business days after the payment has been confirmed in our account. In the event a client requests a refund, we will consider the request’s merits. We will not unreasonably withhold funds. If a refund is granted, it will be processed after the consumer completes all required paperwork in compliance with the Consumer Protection Act, and the funds will be paid out within 5 business days, in line with the Consumer Protection Act.
Retail Outlets:
Big Ben products undergo rigorous quality control before leaving our warehouse. If we are tasked with delivering the products to the retail outlet, our courier partners transport our products in strictly controlled temperature environments. Upon arrival, all products are signed off and inspected at the delivery point. Acceptance and signing of the delivery indicate receipt of the products in perfect condition.
If you opt to use your own courier service, the responsibility for maintaining the cold chain ceases once the product departs from our warehouse.
Products that remain unsold after a 6-month period can be returned by the retail store.
While we do not provide refunds, we are happy to exchange any product for the store’s best-selling items.
In the event that a store ceases trading, a refund will be issued under the following conditions:
A refund is not assured as the returned products must undergo and pass a quality control inspection.
The products are returned in their original, undamaged condition, with an expiry date no less than 3 months away.
A copy of the original invoice and proof of payment are provided.
The retail outlet bears the return courier costs for the products.