Overview

At Iconic Pets, we value customer satisfaction and strive to ensure you are happy with your purchase. Below is our return policy:

  1. Design Stage (Pre-Production)
    • Before production begins, we will reach out for your approval on the design. If you are not satisfied at this stage, we offer a full refund of the amount paid.
    • Note: Some simple items may not include this design approval process and are not eligible for the full refund policy at this stage. Please ensure to check the ‘How it Works’ section of the item description to confirm if this applies.
  2. Post-Delivery
    • If the goods are delivered as per the approved design and specifications but you are dissatisfied for any other reason, we can provide a partial refund of 50% of the total amount.
  3. Faulty or Incorrect Items
    • If the item is found to be faulty or does not match the agreed-upon description, we will issue a full refund of 100% of the amount paid.

Please note: Refund requests must be made within 15 days of delivery and must include evidence (e.g., photos, detailed descriptions) of the issue if applicable.

For further inquiries, please contact our customer service team at iconicpetsltd@gmail.com.

Return Policy

To be eligible for a return, the goods:

  • Must not show significant signs of use (e.g., heavy wear, stains, scratches).
  • Must be returned undamaged, in the same condition as received.
  • Should include all original packaging, tags, or accessories, if applicable.

Common conditions that may disqualify an item from being returned:

  • Damage caused by improper use or handling.
  • Visible wear and tear inconsistent with initial inspection upon delivery.
  • Missing parts or components that were included with the original item.

Items not meeting these criteria may be returned to the customer at their expense, and a refund may not be issued.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Shipping returns

To return your product, you should mail your product to our UK address

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at iconicpetsltd@gmail.com for questions related to refunds and returns.