Returns Policy

Unwanted Items

Our returns policy is in accordance with the Consumer Protection (Distance Selling) Regulations 2000.

At MyPetsDirect Ltd we want to make returning products either for a refund or replacement as hassle free as is possible.

We ask that customers contact us by email (enquiries@mypetsdirect.co.uk) and request a return within 30-days of delivery.

Customers are allowed 30-days from the date of your invoice to cancel and return any items. Pet Products must be in the same condition as delivered, unopened and unused.

The customer is responsible for all postage costs when returning unwanted items (this includes any item ordered in error by the customer). All original packaging must be included with the return.

It is the consumers statutory duty to return the goods in good condition and to return the goods correctly paid and adequately protected.

We reserve the right to charge direct costs for breaches of the statutory duty.

If returns are received in an unsalable condition, due to either a customer damaged product, or damaged packaging then a re-stocking fee may be charged at our discretion. If a re-stocking fee is to be charged, then we will contact you before issuing the refund.

Unwanted returns will be refunded minus any upgraded postage you have paid while placing your order.

Faulty Products

In the unlikely event that you are sent faulty item(s), or damaged in transit, please call, or email our customer service department in order to outline the issue you have experienced.

Goods that are found to be faulty, or damaged, will be issued with an RMA number to enable you to quickly return the item to us.

If found to be defective, a working replacement will be sent to you. If no same product is available, a similar value item may be sent in replacement.

We will inform you first if this happens. Otherwise a full refund, including any postage upgrade costs will be refunded for the defective item.

Care of Goods to be Returned

Whilst in possession of your item(s) you are under a statutory duty to take reasonable care of them.

We reserve the right to claim against you for item(s) returned that have been made unfit for resale or damaged whilst in your possession.

Apologies for the legal spiel, we just have to cover ourselves! Rest assured, we will do our very best to help you with all returns or problems encountered.