Refund policy
We want you to be fully satisfied with your purchase. If for any reason you are not, you may request a return in accordance with the policy below.
1. Return Period
Customers in all supported shipping countries may request a return within 30 days of receiving their order. This policy does not limit mandatory consumer rights.
2. Return Conditions
Returned items must be in the same condition as when you received them: unused, with all tags attached, and in the original packaging.
A valid receipt or proof of purchase is required.
Items returned without prior approval will not be accepted.
3. How to Start a Return
To request a return, please contact us at:
Email: info@critterthrive.com
Once your return is approved, we will provide you with a prepaid return shipping label together with the exact return shipping address and instructions on how and where to send your package.
All return shipping costs will be covered by us.
Note: 7 High Street, Kington, HR5 3AX, United Kingdom is our registered office address only. This registered office cannot accept returned goods. Please do NOT send any returned items to this registered address. You must use the return address provided after your return request has been approved.
4. Damaged or Incorrect Items
Please check your order upon delivery. If the item is defective, damaged, or if you received the wrong item, contact us immediately so we can resolve the issue quickly.
5. Exchanges
The fastest way to exchange an item is to return the original product. Once your return is accepted, you may place a new order for the desired item.
6. Refunds
Once we receive and inspect your return, we will notify you of approval.
Approved refunds will be issued to your original payment method within 10 business days.
Please note that your bank or credit card company may take additional time to process the refund.
If you have not received your refund within 15 business days after approval, please contact us.
Contact Us
Address: 7 High Street,
Kington, HR5 3AX, United Kingdom
VERTEX GLOBAL SUPPLIES LTD
Company Registration Number: 17317318
Phone Number: +44 7756644749
Email: info@critterthrive.com