Skip to content

A quick word about cookies

We use a few to make the site work. Maps and forms from other sites may set their own, so we only show them if you say yes. Read our cookie policy

Keki's Guinea Pig & Rabbit Rescue

Delivery and Returns Policy for Keki’s Guinea Pig Rescue

Effective Date: October 2026

This policy covers what you buy from our shop: how it reaches you, and what happens if you change your mind or something is wrong. It is also our returns and refunds policy, and it sits alongside our Terms and Conditions. Nothing in it takes away the rights the law gives you as a consumer.

It does not cover adoption, rehoming, boarding, donations or sponsorship, which are not bought through the shop. Their terms are in our Terms and Conditions and on their own pages.

Delivery

  1. Royal Mail We post by Royal Mail. At checkout you choose a service, and its price and usual delivery time are shown next to it. These times are Royal Mail’s estimates, and unless a service says it is guaranteed we cannot promise them. Some services are tracked or signed for, and some are not: checkout says which.
  2. Cost Postage is added at checkout, and your total is shown before you pay. We may offer free postage on orders over a certain amount. If we do, it is included in your order and the offer is made clear at the time you order. If we are not offering it, we reserve the right not to offer free postage. Free postage covers our cheapest Royal Mail service only: any other service is charged at its normal price.
  3. Where we post We post to addresses in the United Kingdom. Please check the address you give us, as we cannot be responsible for an order sent to a wrong address you entered.
  4. How long We post your order as soon as we can, and in any case it will reach you within 30 days of your order unless we have agreed a different date with you. If we are running late we will email you.
  5. Collection You can collect your order from the rescue in Basingstoke, by appointment, at no charge. Please do not turn up without arranging a time with us first.
  6. If it does not arrive, or arrives damaged Your order is our responsibility until it is delivered to you. If it has not arrived when you expected it, or it arrives damaged, email us with your order details and a photo if you can. We will send a replacement or refund you.

Returns and refunds

If you change your mind

You have the right to cancel most online orders without giving a reason. You can cancel from the moment you place your order until 14 days after the day it is delivered (or collected).

  1. Tell us Email us in that time to say you want to cancel the order, or part of it. Please give your name, order details and what you want to cancel. Any clear message will do.
  2. Send it back If the order has already been delivered, we will tell you where to send the goods, and you must send them back within 14 days of telling us you are cancelling. If we have not posted it yet, there is nothing to send back.
  3. The cost of sending it back If you change your mind, you pay the cost of posting the goods back to us. Because you are responsible for the goods until they reach us, we recommend a service with proof of postage.
  4. Condition Please keep the goods unused and, if you can, in their packaging, and take reasonable care of them. You can open and look at them as you would in a shop. If they come back worse than that, we may take the loss in their value off your refund.
  5. Your refund We refund the price of the goods, and the cost of the cheapest delivery you were offered if you cancel the whole order (not any extra for a faster service you chose). We refund within 14 days of getting the goods back, or of you showing us you have sent them, whichever is earlier, or within 14 days of you telling us if we have not posted the order yet. We refund to the card you paid with.

What we cannot take back if you change your mind

The law does not give the right to cancel for some goods, so we cannot accept a change-of-mind return of:

  • Personalised items, which are made specially for you.
  • Food and treats for animals once opened (the opened contents, not the packaging they come in), because they cannot be resold for the animals’ health and hygiene.

If one of these is faulty or not as described, you still have all the rights in the next section.

If something is faulty, damaged or not as described

Goods should be as described, of satisfactory quality and fit for their purpose. If they are not, the Consumer Rights Act 2015 gives you the right to:

  • Reject them and get a full refund, if you do so within 30 days of getting them.
  • Ask us to repair or replace them instead, at any time, free of charge and within a reasonable time.
  • If a repair or replacement is not possible or does not put things right, ask for some money back, or reject the goods and get a refund. If that is more than six months after delivery, the refund may be reduced to take account of the use you have had.
  • Have a fault that shows up within six months presumed to have been there when the goods were delivered, unless we can show otherwise.

Please email us as soon as you can with your order details and, if you can, a photo. We pay for sending a faulty item back, and we will refund within 14 days of agreeing with you that it is faulty. Handmade items made by our volunteers are covered in the same way.

If we cannot send what you ordered

Our stock is limited. If something sells out while you are paying, or we cannot send it, we refund your payment and tell you.

How refunds are paid

Refunds go back to the card you paid with, through Stripe. How soon the money shows in your account depends on your bank.

Contact us

To cancel an order, report a problem or ask anything about this policy, email us at kekisguineapigrescue@gmail.com, or see our Contact us page. We are Keki’s Guinea Pig Rescue CIC, a community interest company (CIC 16165553), Blackdam, Basingstoke, Hampshire, RG21 3EQ.

Changes to this policy

We may change this policy from time to time. The policy in force when you place an order is the one that applies to it. The date at the top of this page shows when it was last updated.