No Quibble, 28 Days Returns:
We hope you love your purchase, but if you’ve changed your mind, no problem – you can return the item/s to us for a full refund or exchange within 28 days of your original purchase date. If the item is new, unused, and in its original packaging (containing all accessories and inserts), you’ll get a full, no quibble refund (or exchange, if you’d prefer).
Kindly note that we are not able to accept any personalised or engraved items for refund or exchange. We do, however, offer the option for blank items to be purchased and then returned to us for free engraving (allowing you to see the item in person before it’s personalised). Gift cards are non-refundable.
Change Requests or Incorrectly Ordered Items:
If you wish to make a change to your order, please email: change@diamondpets.co.uk or call +44 (0)20 8152 5242 within one hour of purchase and we will do our very best to assist. Please note that due to processing timeframes your request is not guaranteed.
Returns Address & Information:
So that we can process your return, please enclose a copy of your invoice or a note containing your full name and order number. Your return should be addressed to:
Diamond Pets
Broxbourne Business Centre
4 Pindar Road
Hoddesdon
Hertfordshire
EN11 0FJ
United Kingdom
We highly recommend sending your item(s) back to us on a recorded/tracked service, as we accept no liability for returns not delivered to us. You will be responsible for paying your return shipping costs, however, our product packaging is compact enough to be classed as a Large Letter by Royal Mail.
Please ensure that your return is packaged appropriately, as any damage caused to the item during transit will remain your responsibility. Returns will not be accepted on any items damaged by the customer or whilst in transit to us.
Faulty Returns:
However unlikely it may be for a fault to develop, should this happen, rest assured that we will work to rectify this for you as quickly as possible. We ask that you notify us by email, as soon as you notice signs of a fault developing, so that we may rectify this before the problem worsens. Should you need to return a faulty item to us for repair or inspection, upon us accepting your return as faulty, we will refund up to £1.85 to cover the cost of standard recorded Royal Mail Large Letter postage.
Refund of Shipping Costs:
Diamond Pets offers free standard UK delivery on all orders and free next day delivery on orders over £50. Paid shipping options are non-refundable and will be deducted from any amount refunded.
For International orders, we contribute towards the shipping cost, offering a reduced shipping price at checkout. This amount is non-refundable and will be deducted from any amount refunded. We’re unable to refund any taxes, duties, or import charges that you may have paid.
Refund Processing:
Refunds will be issued to your original method of payment or alternatively, a gift card can be issued, should you prefer. A confirmation email will be sent once the refund is processed. Upon receiving this email, please allow 5-10 working days for this to show in your available funds. This may vary depending on your bank.
Offers & Promotional Items:
If you were awarded a discount on any item/s as part of either a multi-buy offer or post-checkout offer (or any other promotion deal), then all items must be returned to us as new, unused, and in their original packaging (containing all accessories and inserts) in order to quality for a full refund. If all items are not returned to us then any amount saved on your order, will be deducted from your refund amount.
