Refund policy

Returns

We accept returns of unopened, unused products within 14 days after the order date.

All items must be returned ‘as sold’ – in a resalable condition, unused, in original sealed packaging and without any damage.

Supplements that have been opened are not eligible for a refund.

Please note: we don't do partial refunds on items such as Treats (25x70g) or 8x300g cat food. These are considered to be one single unit and if one individual bag has been opened, we cannot accept a return and refund.

If a returned item fails to meet these requirements, we will not process the refund.

When returning an item for a refund: 

  • Refunds exclude our cost of shipping which we paid to deliver the box to you (£12.9 per box to UK Mainland, £25 per box to Highlands and Islands)
  • Return shipping is to be covered by the customer entirely.

We do not offer the option to exchange at the moment. 

How to return?

Please email info@mypetsays.co.uk with your order number and we'll give you the address to return the parcel to. This is not the address that you see on the bags of food, please email us for the return address.

Refused or failed deliveries

If you refuse the delivery of your order or if all delivery attempts fail, you are still responsible for covering the return shipping fee of the refused delivery. It is £12.9 per box to UK Mainland, £25 per box to Highlands and Islands.