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Returns & Damages Policy

In accordance with UK distance selling regulations, we guarantee to refund any item you are not completely happy with. Please return items in a saleable and undamaged condition in its original packaging within 14 days of receipt.


  • To request a refund please contact us
  • Returned goods to be sent to:
    Partners Pet Supermarkets,
    The Albert Bygrave Retail Park,
    North Orbital Road,
    St Albans,
    Herts, AL2 1DL
  • Unfortunately we cannot cover the return postage and you are liable for the postage cost of returning items to us.
  • Please allow up to 10 days for your refund to be processed, after receipt of returned goods.
  • Postage and packaging charge is only refundable for faulty goods, goods not as described or incorrect orders.
  • Refunds will be credited to your original method of payment and will exclude postage where applicable.
  • Product Issue

    If for any reason you have opened a bag and you wish to report a problem as we guarantee our product until its use by date we can organise a replacement but we must have the bag in question returned to the manufacturer for testing which we will arrange with DPD.

    We will also require pictures.

    (testing time could be up to 3 weeks )

    If it is found that the bag is not faulty after testing from an independent lab and not a manufacturing fault but a 3rd party issue or the way it has been stored the item will be charged using your chosen payment method.

    (Damaged Bag or Box causing damage to product)

    We will require pictures of the damaged bag & box Enve arrived in.

    All sides of the box Enve came in will need to be photographed.

    We will be unable to replace unless we have good clear pictures as we will have to submit a claim ourselves so we need your help to do this and get a replacement out to you ASAP.

    Under normal circumstances with everything above, we would normally do a swap by DPD so when the replacement bag arrives someone must be in to accept this.