Returns & Exchanges

Returns & Exchanges

Returns & Damages

Shortages, Errors and Damaged Goods including Delayed Consignments. 

All shortages, errors and damages must be notified in writing on the day of receipt. Photographic evidence must be provided, wherever possible.


We hope you’ll be delighted with your new products but we understand there may be occasions where it is necessary to return an item. Goods can be returned for a full refund (including outward delivery charge) if they are faulty or if the wrong item has been dispatched. In this event please contact [email protected] who will arrange their return. If the goods have been dispatched as ordered, they can be returned for a refund, but only for the cost of the goods if they have incurred a delivery charge. All returns must be organised within 14 days of receiving your order. Items must be unused, still have their original packaging and labelling, and be accompanied by the original delivery note. Nothing in these conditions affects your statutory rights as a consumer. The card used for the purchase will be credited with the original purchase amount (less any delivery charge paid where appropriate.)


We take care to pack your items in a way that can reduce any potential damages that may occur in transit with our courier Dpd. However, damages can occur from time to time and when this happens we ask that you notify us via email within 24 hours. You will need to send photos of the damages as without these we will be unable to rectify any issues. 


Items purchased online need to be returned within 14 days of receipt so long as they are in an unused condition and in their original packaging. Returned goods should be returned by recorded or registered post addressed to our current trading address which will be supplied by [email protected] when organising the return, as we cannot be held responsible for losses on the postal system.  Please contact [email protected] explaining why you wish to return the goods and with tracking details once posted. (Packages must be returned pre paid). Once the goods have been checked your card will be credited. Under no circumstances should goods be returned without first consulting with customer service. All goods are returned at your own expense unless the item is deemed faulty or incorrect


We currently do not offer an exchange service. If the item you have purchased is not suitable but you would like to exchange it for another item, you will need to follow our standard Returns Procedure. We are working hard to improve our services and hope to offer an exchange service soon. 


All raw or perishable goods are non returnable due to health and safety reasons.


We do our best to ensure that we have amazing availability but we do occasionally run out of some goods. We will always try to substitute for an product of equal value and as close to the product you have one chosen. In the rare occasion we have had to substitute something, it will be written on your delivery sheet.

If we don’t have a product that is similar, we will mark this as “out of stock” on your packing slip and a refund will be issued within 5 days of your order date. Depending on your method of payment, refunds can take up to 4 working days to return to your card or bank. 

If you do not wish to receive a substitution on your order, please state this in the customer comments section at checkout. 

Please contact [email protected] within 24 hours and quote your order number if you have a query about a substitution.  


My Pet HQ Ltd Limited takes no legal liability or responsibility for the use or misuse of the products. It is the purchasers/owners sole responsibility to ensure correct product choice for their dog, and understand that My Pet HQ Ltd can not offer any individual guidance for which product should be purchased for the intended dog.

Please note that My Pet HQ Ltd is not an authorised or licensed medical supplier, we supply herbal solutions to help support your dog’s healthy lifestyle, we can not provide recommendations or solutions for adverse health conditions. If your pet is unwell, please consult your vet immediately.

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