Returns and Refunds Policy

Thank you for shopping with Ultra Clean Canines. We want you to be completely satisfied with your purchase. If for any reason you are not entirely happy with your order, we offer a straightforward returns policy to ensure a smooth and hassle-free experience.

1. Eligibility for Returns:

– You have the right to cancel your order at any time from the moment you place your online order, and up to 30 days from the day you receive your goods, provided the packaging has not been opened and the security seal is still in tact.
– If the seal is broken we cannot accept the return and a refund will not be issued, for health protection and hygiene reasons. This applies to all products with the exception of marketing materials and record cards.
– With regards to marketing materials and record cards, these items must be unused, in its original condition, and in the original packaging.

2. Initiating a Return:

You must submit your return request within 15 days of receipt and post your return within 15 days of the request being accepted.
– To initiate a return, please contact us at info@ultracleancanines.co.uk or via our contact us form with your order details and reason for the return.
– Our customer support team will review your request and provide you with further instructions.

3. Return Shipping:

– If the return is due to our error (e.g., wrong item shipped) Ultra Clean Canines will cover the return shipping costs.
– If the return is due to reasons other than our error (e.g., change of mind, size etc), the customer will be responsible and liable for the return shipping costs.
– Please note: We encourage customers to package the return appropriately as we will not be liable for any loss or damage that occurs during transit, and that you send it via Royal Mail Recorded service. Please also ensure that return postal address label is placed on the outer packaging and not directly onto the product’s own packaging. We may not be able to accept your return if the product’s packaging is defaced.
– emmi®-pet Ultrasonic Toothbrush Unit come with a 2-year manufacturing warranty. Should the emmi®-pet unit become faulty, then please contact Ultra Clean Canines and we can advise you on the process you will need to follow, to return your item to emmi®-pet the manufacturer.

4. Refund Process:

– Once the returned item has been received and inspected, we will notify you of the status of your return.
– If the return is approved, a refund will be processed to your original payment method within 5 business days.
– Please note that the time it takes for the refund to be reflected in your account may vary depending on your payment provider.

5. Damaged or Defective Items:

– In the rare event that your item arrives damaged or defective, please contact us immediately or (within a max of 7 working days of receipt), providing details and images of the issue.
– If you have experienced missing goods due to damage to the parcel during transit, please take several photographs of the outer packaging as evidence, including before opening the parcel, whilst opening the parcel, and all goods after opening the parcel. Please do not dispose of the packaging in case additional photographs are required. A full investigation will be launched with the courier responsible so the matter can be resolved.
– We will work with you to resolve the problem promptly and provide a replacement or a refund, as applicable.

6. Contact Us:

If you have any questions or concerns about our returns policy, please contact our customer support team at: info@ultracleancanines.co.uk.

We value your satisfaction and are committed to ensuring a positive shopping experience at Ultra Clean Canines. Your feedback is essential to us as we continually strive to improve our products and services. Thank you for being a valued customer!