Click here to download a Returns Form
As part of our commitment we offer a fast, efficient delivery service. Orders received by 12pm Monday to Friday will normally be shipped the same day. Our Standard UK Mainland orders over £100 will be delivered free of charge.
Any delivery to Northern Ireland, Scottish Highlands and offshore Islands may be subject to a surcharge.
Large, heavy, equipment items such as tables and baths are dispatched via a specialist carrier.
PLEASE NOTE: Pallets will be delivered curbside, ensure that you have the correct assistance to bring your product into your premises.
We politely ask you to notify us of any errors in your order within 7 days of receipt so they can be rectified promptly.
Orders placed online on a Saturday, Sunday or bank holiday, when we are closed, will be dispatched the next working day.
PLEASE NOTE: We have temporarily suspended our Express Delivery service until further notice. The recent changes in Covid Tier restrictions has impacted many delivery services which currently cannot be guaranteed for next working day delivery. We will resume our Express Delivery service as soon as it is possible.
UK Offshore Standard Delivery
Deliveries to UK offshore addresses (including Northern Ireland, Scottish Highlands and Islands) are charged at individual rates in accordance with prices from Royal Mail. These are available at the time of ordering and will feature on-line at the basket checkout.
Distance Selling Regulations
Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods aren’t faulty. We will offer a refund to customers if you have notified us in writing within 14 days of receipt that you wish to cancel your order. Cancelled goods must be returned to Groomers Limited within a further 14 days after we have been notified. We will refund customers within 14 days of receiving the goods back.
No reason for return is required.
Please note that you will be responsible for the cost of returning the goods to us unless we delivered the item to you in error or the item is faulty.
Your unwanted item must be in a re-saleable condition and in the original, undamaged, unopened product packaging with any labels still attached.
We recommend you keep the original packaging and wrap the return item well to avoid damage in transit. Please remember the packaging of the item is the responsibility of the sender, not the courier and Groomers Limited. We reserve the right to deduct a percentage of the refund or credit if an item is received unsuitable for re-sale as new. This will be assessed once the product is received.
If you are returning a large item such as a table, bath or cabinet, the item will need to be packaged safely on a pallet, this will be required by the courier for collection and return. If payment is required the cost is from £45.00 per pallet.
Please be aware that the following items are non-returnable:
Any returns or exchanges on items purchased at events or shows will attract a standard delivery charge.
Please remember to include a Groomers Returns Form as we will need to contact you to arrange payment or a refund.
Although this is a rare occurrence, we highly recommend using recorded post so that you can track your package should it go astray.
Returns should be mailed to:
Returns Department, Groomers Limited, 137 Greenham Business Park, Newbury, Berkshire, RG19 6HN
We will aim to refund all items within 24 hours of receipt (subject to our returns policy). Please allow 3-5 working days for the payment to reach your debit or credit card as standard. We can only refund any amount due on the card used for original payment.
Returning Small Items by Royal Mail
If you are returning a small item by post (packet), please ensure the item is unused, and in its original, undamaged packaging. We will need to resell the item so please ensure it is returned in the way that you would like to receive it. To avoid damages in transit, please wrap the item well, preferably in bubble wrap, and then use a strong box or jiffy bag to send the item. Don’t forget to include your Groomers Returns Form. We also recommend recorded post so that you can track your package, should it go astray.
Returning Large Items by Postal Service or Courier:
If you are returning a large item (2kg+) for a refund or credit note, please ensure the item is unused, and in its original, undamaged packaging. We will need to resell the item so please ensure it is returned in the way that you would like to receive it. If the item is sold in an item specific box- e.g. dog cage, please ensure that no address labels or sender details are stuck onto this box. Please put the item in an outer box or wrap in black plastic/cellophane for stamps or courier labels. Please remember that packing an item for return is the responsibility of the sender, not of the courier. The item will need to reach us undamaged for us to be able to give you a full refund or exchange, so please package well for transit. Don’t forget to include your Groomers Returns Form. Again, we also recommend using recorded post or courier service so that you can track your package, should it go astray.
Items have a 7 day cooling off period and so can be returned for a full refund in the same condition as they were bought. Postage will be paid by the purchaser.