Refunds & Returns Policy

REFUNDS & EXCHANGES

Should you wish to return anything bought from us, we will be happy to refund a product, provided (in the case of any non-defective products) it has not been unnecessarily handled, i.e beyond the handling that you would do in a shop to decide whether to purchase the product.

Returns should be made within a reasonable time and in original, undamaged packaging. If the product returned has been unnecessarily handled, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

RETURNS

For any returns enquiries, please contact our Customer Service team on 0753 555 8400 between 9am and 5pm Monday - Friday.

Alternatively, you can send us a return or exchange request via email to hello@mypetsandme.co.uk. We will email you back with further instructions.

To ensure that your refund is processed as quickly as possible, please follow the procedures below:

- Return the product in its original packaging
- Pack the product to avoid damage during returns transit
- Include your order confirmation email or your name, address, phone number, order number and whether you require a refund or a replacement.

Please note: 
- We will refund the price of the item to the purchaser once it has been received by us.
- We will not refund the original delivery charge unless an incorrect item had been shipped out on the original order, or unless the item arrived damaged or faulty.
- The charges for returning the item to us will only be refunded in the instance of incorrect items having been shipped out, or unless the item was received damaged or faulty.

Exception: We regret that personalised products that are especially made or ordered with your choice of name, fabric, message or other customised aspect cannot be returned or refunded unless they are defective.