We want your experience with My Healthy Pet to be a pleasant one. If things do not go as expected, we offer a 30-day money-back guarantee. The 30-day period begins on the date you receive your order.
Before returning a product, please contact us at contact@myhealthypet.uk to request a refund. We will provide the nearest available return address that accepts your product, along with a return reference number and instructions.
Returns Terms & Conditions
Our 30-day money-back guarantee
- We accept returns under our money-back guarantee within 30 days of delivery.
- The guarantee covers products that did not work for your pet, products your pet did not like the taste of, and products to which your pet experienced a reaction. Products opened or tried for these reasons are eligible.
- The refund covers the amount you paid for the returned product.
- Returns outside this period may not qualify under our voluntary guarantee. Your statutory rights remain unaffected.
Who pays return postage?
- For returns under our 30-day money-back guarantee, including dissatisfaction or a change of mind, you are responsible for return postage to a UK return address.
- If the product is damaged, faulty, incorrect or supplied because of an error on our behalf, we will cover reasonable return postage.
- Please contact us before posting your return so we can provide the correct address and any prepaid return arrangements that apply.
Original delivery charges
- Standard delivery costs £2.99, with free standard delivery on orders of £129 or more.
- For returns made solely under our voluntary 30-day money-back guarantee, the original £2.99 delivery charge is not refunded unless the return results from a fault, damage, incorrect supply or another error on our behalf.
- Where you are entitled to a delivery refund under your statutory rights, we will refund the applicable standard delivery charge.
- If your order qualified for free delivery, we will not retrospectively deduct a delivery charge because you return a product.
Damaged, faulty, incorrect or missing products
Please contact contact@myhealthypet.uk with your order number and details of the problem. Where relevant and reasonably possible, include photographs to help us resolve it.
We will provide the appropriate remedy in accordance with your statutory rights and cover reasonable return costs where a return is needed. You do not need to return an item you never received.
Refunds
Refunds will be issued to the original payment method. For approved returns, we will issue your refund within 14 days of receiving the returned goods or evidence that you have sent them back, whichever occurs first. Your payment provider may require additional processing time before the refund appears in your account.
Your statutory rights
Our 30-day money-back guarantee is additional to your statutory rights.
Where the statutory cancellation right applies, you may notify us that you wish to cancel within 14 days after receiving your goods. You then have a further 14 days to return them. If you cancel your entire order under this right, we will refund the standard delivery charge you paid.
Nothing in this policy limits your rights concerning faulty, damaged or misdescribed goods, or any other rights provided by applicable consumer law.