Refund and returns policy — My Pet HQ

 

Returns

We have a 30-day returns policy, which means you have 30 days after receiving your order to request a return.

To be eligible, the item must be in the same condition you received it — unused, with any labels or tags still attached, and in its original packaging. You'll also need your receipt or proof of purchase.

To start a return, email us at info@mypethq.co.uk explaining what you'd like to return and why. Please don't send anything back before contacting us — items returned without a return being agreed first can't be accepted.

Once your return is agreed we'll confirm the address and how to send it.

Return postage is at your own cost unless the item is faulty or we sent you the wrong thing, in which case we'll cover it. We recommend a tracked service, as we can't be responsible for parcels lost on their way back to us.

Damages and problems with your order

Please check your order when it arrives. If anything is damaged, missing, or you've received the wrong item, contact us as soon as you can — within 48 hours where possible — so we can put it right.

A photograph of any damage helps enormously, and for transit damage we usually can't claim against the courier without one.

Faulty items are always refunded or replaced in full, including any delivery charge you paid, and this doesn't affect your statutory rights.

Items we can't accept back

• Raw, frozen, chilled and perishable food, for health and safety reasons
• Any food, treat or supplement where the packaging has been opened
• Special orders and personalised items
• Gift cards

We can't accept change-of-mind returns on these, but your statutory rights still apply if an item is faulty, not as described, or unfit for purpose.

Exchanges

We don't currently offer exchanges. The quickest way to get what you need is to return the original item and place a new order once the return is agreed.

If something is out of stock

We do our best to keep availability high, but occasionally we run out. Where we can, we'll substitute an item of equal value that's as close as possible to what you ordered, and note it on your delivery paperwork.

If we can't find a suitable alternative, we'll mark it out of stock on your packing slip and refund it within 5 days of your order date. Depending on your bank, refunds can take a few working days to appear.

If you'd rather not receive substitutions, say so in the comments box at checkout.

Refunds

We'll let you know once we've received and checked your return, and whether the refund has been approved.

If approved, you'll be refunded to your original payment method within 10 business days. Bear in mind your bank or card provider may take a few more days to post it.

If more than 15 business days have passed since we approved your return and you still haven't seen it, get in touch at info@mypethq.co.uk.

Product guidance

We're always happy to talk through what might suit your pet, but the choice of product remains yours. My Pet HQ Ltd can't accept liability for the use or misuse of products bought from us.

We aren't a licensed medical supplier. The supplements and herbal products we stock are intended to support general wellbeing, not to treat conditions. If your pet is unwell, please see your vet.

Contact

Email info@mypethq.co.uk, call 01670 512895, or call into the shop at 15-17 Oldgate, Morpeth, NE61 1QF.