Delivery Information

Shipping Location Delivery Charge (for orders £24.99 or under)  Delivery Charge (for orders £25-£46.99) Delivery Charge (for orders £47 or over)
Mainland UK (England, Scotland & Wales) £5.00 £3.50 Free
Channel Islands & Isle of Man £12.50 £5.00 £3.50

 

To cancel or return an existing order, please email info@burnspet.co.uk

Your Burns order will be delivered to you on the next working day for the majority of mainland UK (when ordered before midday Monday to Friday).

For the channel islands and Isle of Man, deliveries may take between 3-5 working days.

Orders placed after midday will be collected the following working day to start their journey to you, and any orders placed after midday Friday and over the weekend will be collected and despatched from us on the following Monday.

Please note, for ROI and Northern Ireland - we are very sorry but we are not able to deliver to your postcode currently, please contact our Customer Service Team who would love to know you have tried & we will see if we are able to assist in the future.

Free Delivery: We are delighted to provide free delivery for all orders within the UK mainland (applicable postcodes in England, Wales, and Scotland) that have a value greater than £47. Please note that we are unable to ship to Northern Ireland at this time. We apologise for any inconvenience caused.

Returns & Refunds

We hope that you receive your Burns products in perfect condition and are happy with your purchase. However, if you experience any issues, please either contact us via live chat or use our contact form selecting "I have an issue with my product" and one of our team will support you.

When returning items, please ensure that they are properly packaged to prevent damage during transit. You are responsible for returning the items to us in the same condition they arrived. We recommend using a tracked service with insurance to protect yourself in case the items get lost or damaged during transit. Please note that you need to contact us to arrange a return before sending any items back.

GET IN TOUCH

Refunds & Returns FAQs

My items are faulty, damaged or incorrect!

Under the Consumer Rights Act 2015, you have the right to return faulty or incorrect items and receive a full refund or exchange. If you believe that a product is faulty or we have sent you the wrong item, please contact us as soon as possible to arrange a refund or replacement. You must notify us within 30 days of receiving your order.

I've changed my mind. Can I change or cancel my order?

Under the online and distance selling regulations, you may have the right to cancel your order after it has been placed. If you change your mind or make a mistake and wish to cancel your order after placing it, please either contact us via live chat or use our contact form selecting "I have a delivery question" and one of our team will support you.

How do I receive my refund?

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please note that the original and any return shipping costs are non-refundable and will be deducted from any refunds given.

I missed my delivery multiple times. What now?

If your order is returned to us via the original courier due to any of the following reasons, an additional £5.00 return shipping fee will be deducted from any refunds given:

  • Refusing to accept the order when it arrives at your address
  • Cancelling an order during transit that is already on the route to you
  • Providing an invalid or incomplete delivery address that resulted in a failed delivery and the item being returned
  • Missing the delivery after multiple attempts and failing to re-arrange or collect your order from a pickup shop

I wish to make a complaint.

In case you are dissatisfied with the quality of our products, we have a complaints procedure in place to address your concerns. You may contact our free nutrition helpline on info@burnspet.co.uk or 0800 0836695 to initiate the process. The steps involved in our complaints procedure are as follows:

  1. We will request your contact details, as well as the variety of food, batch details, and any additional information related to your complaint.
  2. We will ask you to return a sample of the food product to us. We will provide you with a freepost envelope to enable the return process.
  3. Once we receive the sample, we will notify you and start a thorough investigation of your complaint, which may take several weeks.
  4. After the investigation, we will contact you to share the results and provide any necessary explanations.
  5. If needed, we will replace the food product as appropriate.