Refund and Returns Policy
Last updated: 6 May 2026
At My Healthy Pet, we want our customers to shop with confidence. This Refund and Returns Policy explains when returns are accepted, how to request a return, who pays for return shipping, and when refunds are issued.
This policy applies to orders placed through myhealthypet.uk.
Return Window
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must be unused, unopened where applicable, in its original packaging, and in the same condition that you received it. The product must also include all original parts, accessories, manuals, labels, and packaging.
Returns requested after 30 days may not be accepted.
Return Eligibility
We accept returns for the following reasons:
- The product arrived damaged
- The product is defective or not working correctly
- You received the wrong item
- The item is significantly not as described
- You changed your mind, as long as the item is unused and returned in its original condition
Non-Returnable Items
For hygiene, safety, and product integrity reasons, some items cannot be returned once opened or used.
Non-returnable items may include:
- Opened pet supplements
- Opened pet food or treats
- Used grooming products
- Used pet beds, blankets, or hygiene-related items
- Personalised or custom-made products
- Products damaged by misuse, neglect, or improper handling
If an item is damaged, defective, incorrect, or significantly not as described, please contact us and we will review the issue.
How to Request a Return
To start a return, contact us at:
Email: contact@myhealthypet.uk
Please include:
- Your full name
- Your order number
- The product you want to return
- The reason for the return
- Photos or videos if the item is damaged, defective, or incorrect
Please do not send the item back before contacting us. We must confirm the return instructions first.
Return Address
After your return request is approved, we will provide the correct return address by email.
Because some products may be shipped from different fulfilment partners or warehouses, the return address may vary depending on the product.
Returns sent to the wrong address may be delayed or rejected.
Return Shipping Costs
For returns caused by customer choice, including change of mind, ordering the wrong product, or no longer wanting the item, the customer is responsible for return shipping costs.
For returns caused by our error, including damaged, defective, incorrect, or significantly not-as-described items, we will provide a suitable solution. This may include a replacement, refund, partial refund, or return instructions depending on the situation.
Original shipping costs, if any, may not be refundable unless the return is caused by our error.
Restocking Fees
We do not charge a restocking fee for approved returns.
Refund Process
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved or rejected.
If approved, your refund will be issued to your original payment method.
Refunds are usually processed within 5–10 business days after the returned item has been received and inspected.
Please note that your bank, card provider, or payment processor may take additional time to make the funds available in your account.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Please include clear photos or videos showing the issue.
Depending on the situation, we may offer a replacement, refund, partial refund, or another suitable resolution.
We may ask for evidence before approving a refund or replacement.
Order Cancellations
If you want to cancel an order, please contact us as soon as possible at:
We can only cancel an order if it has not already been processed, dispatched, or handed over to the courier.
If the order has already been dispatched, you may need to wait until it is delivered and then request a return.
Exchanges
We may offer exchanges for eligible products depending on stock availability.
If you want to exchange an item, please contact us first. If the requested replacement is not available, we may offer a refund or alternative solution.
Late or Missing Refunds
If your refund has been approved but you have not received it yet, please first check your bank account again and contact your card provider or payment provider.
Banks and payment providers may take several business days to process refunds.
If you have done this and still have not received your refund, contact us at:
Refused Deliveries and Failed Delivery Attempts
If an order is refused by the customer, not collected, or returned because of an incorrect or incomplete address provided by the customer, we may deduct return shipping or handling costs from the refund.
This does not apply if the issue was caused by our error.
Contact Us
For any questions about refunds, returns, or exchanges, contact us at:
Email: contact@myhealthypet.uk
Website: myhealthypet.uk