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Returning a Defective Item

If you believe that your product is defective, please complete the form below with a detailed description of the fault. All fields are mandatory.

Our Customer Care team will get in touch to advise you on whether you can easily fix the fault, or whether a spare part or replacement unit is required.


*If you have a pet door, the serial number is located on the underside of the lid on the top of the product. If you have a feeder, the serial number is located on the underside of the product.
**Original order number received in your order confirmation email and paper invoice.

Alternatively, you can contact our Customer Care team directly on 0800 0124 511 or enquiries@sureflap.co.uk 

In the event that a replacement unit is necessary, our Customer Care team will arrange its dispatch to you as soon as possible.  You will not need to return your defective unit to us until you have received your replacement unit – this ensures that you will not be left with a hole in your door!

For your convenience, your replacement unit will arrive with a Freepost returns label and returns bag for you to return the defective item to us at your nearest Post Office.

On the back of your delivery note, or another piece of paper (if you no longer have your delivery note), include your full name, contact details, returns number and the nature of the fault.

Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product.  If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.

This returns policy does not affect your statutory rights.

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