Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your items to  return them. Please notify us within 14 days of receipt of your order that you wish to return your goods.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@mypet-online.com. Please note that returns will need to be sent to the following address: 137 Greenham Business Park, Newbury, Berkshire, RG19 6HN.

Please note that you will be responsible for the cost of returning the goods to us unless we delivered the item to you in error or the item is faulty.

We recommend you keep the original packaging and wrap the return item well to avoid damage in transit. Please remember the packaging of the item is the responsibility of the sender, not the courier and My Pet Online Limited. We reserve the right to deduct a percentage of the refund or credit if an item is received unsuitable for re-sale as new. This will be assessed once the product is received.

Although this is a rare occurrence, we highly recommend using recorded post so that you can track your package should it go astray.

You can always contact us for any return question at info@mypet-online.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@mypet-online.com.