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    FAQs

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    How do I cancel an order?

    You can cancel an order within 24 hours of making it. Simply get in touch via our contact us page and provide us with your name and order details. 

    How do I return an order?

    You may return your order within 14 days of delivery if it was ordered by mistake or you no longer require the item(s). We will issue a refund (minus delivery charges) once the team at Bob Martin receives the return. The contents of your return must be packaged securely and be in the original condition- opened or damaged items will not be accepted. Ensure you include the reason for your return, as well as the invoice number, your name and contact details. Customers are responsible for any postage costs incurred when returning items. For refunds to be accepted they must be sent to:

    Online Returns, Bob Martin, Brentwood House, Lower Philips Road, Whitebirk Industrial Estate, Blackburn, BB1 5UD.

    Do I need to create an account to make an order?

    No! You can easily checkout as a guest. However, creating an account will save you time as you won’t need to re-enter your details for future orders. Creating an account also allows you to personalize your online experience and take advantage of exclusive Bob Martin offers. 

    How do I set up an account?

    Visit our Create Account page and enter your email address and chosen password. 

    Why can’t I login to my account?

    If you can’t login into your account, check your password and email address to make sure they’re correct. If you still can’t login, you can easily reset your login details and a new password will be sent to your email address.

    Here to help

     

    If you have any questions regarding our products or any issues in respect of your pet care, please contact us using the details below or the contact form provided. We aim to respond to emails and posted correspondence within three working days of receipt. If you require emergency assistance, please contact your local veterinary service.

    The Consumer Relations Department is open from 9am to 5pm Monday to Friday. We are closed on Bank Holidays.

    FREEPOST Bob Martin (no postage stamp required)