Delivery & Returns

Delivery Information

We currently deliver products to the following locations:

  • UK Mainland
  • Scottish Highlands and Islands
  • Northern Ireland
  • Channel Islands
  • Isle of Man

At the moment, we are unable to ship to:

  • Isle of Wight

If you live outside our delivery areas, our products are still available through a network of UK stockists.


Delivery Times & Charges

  • Order Processing: Orders are usually processed within five working days.
  • Delivery Time: Deliveries typically arrive within two to four business days. UK bank holidays may affect this.
  • Delivery Charges:
    • Free delivery on UK Mainland orders of £30 or more
    • UK Mainland orders under £30: £7.19
    • Other locations: Calculated at checkout


Missed Deliveries & Redelivery

  • If you are unavailable to receive your delivery and have provided instructions, you accept full responsibility for the delivery risk.
  • If no one is available to accept the parcel, a delivery attempt card will be left with instructions to rearrange delivery.
  • If a redelivery is required due to failed collection, an additional standard delivery charge may apply.


Out-of-Stock Items

In the rare event that an item is out of stock, we will notify you via email and provide an estimated delivery timeframe. By placing an order on our website, you agree to our terms and conditions.

Returns & Refunds

We want you and your pet to be delighted with our products. If you encounter any issues with your order, please contact us within 24 hours of delivery.

📧 Contact Us

Please provide your name, address, order reference, contact details, and a description of the issue.


Change of Mind / Incorrect Order

If you ordered the wrong product or changed your mind, you may return it under the following conditions:

  • The item must be unopened and in its original, undamaged packaging.
  • Returns must be made within 14 days of delivery.
  • If the packaging is damaged or the product cannot be resold at full price, we reserve the right to deduct a portion of the refund.
  • You are responsible for return postage costs.

📍 Return Address:
Pure & Natural, Su-Bridge Pet Supplies, Cressingham Road, Saham Toney, Thetford, Norfolk IP25 7AA

If you would like an exchange, we are happy to arrange this, but a redelivery charge may apply.


Damaged or Faulty Items

  • If your item arrives damaged, please note this clearly on the proof of delivery. Signing for an unchecked delivery is not accepted.
  • We require photos of:
    • The damaged/faulty item
    • The inner and outer packaging
  • Once we receive the required details, we will arrange a replacement or refund.


Incorrect Item Received

If you received the wrong item, follow the standard returns process above. We will contact you to resolve the issue.

📦 Collection Option: If you request collection, a minimum £25 collection fee applies.

Cancellations

If you wish to cancel your order before dispatch, please contact us as soon as possible.

  • If cancellation is possible, a £5 administration fee may apply.
  • Refunds will be issued within four weeks, provided the return conditions are met.