Refund policy

Last updated 2/12/2024

At Hamster Helper, we are committed to providing high-quality products for your pets. While we do not accept returns due to sanitary reasons, we do offer a clear and fair policy to ensure your satisfaction.

Eligibility for Refunds or Replacements

You may request a refund or replacement under the following conditions:

  1. Damaged Items:
    If your item arrives damaged, please contact us within 7 days of delivery. Proof of damage (e.g., photos of the item and packaging) is required to process your request.

  2. Defective or Incorrect Items:
    If you believe you have received a defective or incorrect item, please reach out within 7 days of delivery with details and photos for review.

  3. Unsatisfactory Items:
    If you are not satisfied with your purchase, you may contact us within 30 days of delivery. While we cannot accept returns, we will review your concerns and may offer a refund, replacement, or alternative resolution on a case-by-case basis. Proof of purchase and details of your concern will be required.

  4. Gift Cards:

    • Gift cards are non-refundable.
    • Gift cards cannot be redeemed for cash.
    • Gift cards are valid only for purchases made through Hamster Helper.

How to Request a Refund or Replacement

  1. Email us at kat@hamsterhelper.co.uk with the following:
    • Order number
    • Description of the issue
    • Supporting evidence (e.g., photos of the item and packaging)
  2. I will review your request within 3 business days and provide a resolution.

Additional Information

  • Refunds, where approved, will be processed to the original payment method.
  • Replacements will be shipped free of charge.
  • Shipping fees are non-refundable unless the issue was caused by Hamster Helper (e.g., incorrect or damaged item).

We reserve the right to refuse refunds or replacements if the terms of this policy are not met.