Contact us about a return
For cancellations, returns, or an issue with your order, email russell.dolman@btinternet.com with your order number and relevant details. We will provide appropriate return instructions. Please confirm the return destination before sending a parcel. Our correspondence address is not automatically the return destination.
UK consumer cancellation rights
For most goods bought online by UK consumers, you can notify us that you wish to cancel within 14 days after the day you receive the goods. You then have a further 14 days to send them back after notifying us. Where an order is delivered in separate consignments, the statutory cancellation period generally runs from receipt of the last relevant item.
You can cancel by sending a clear statement by email or post. You do not need to use a particular form or obtain approval to exercise a statutory cancellation right. Postal cancellation notices can be sent to My Pet Stuff, 62 Station Road, Warrington, WA5 2NZ, United Kingdom.
Inspecting and returning goods
You may inspect goods as you would reasonably do in a shop. Where legally permitted, we may make a deduction for loss in value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning. Original packaging is helpful but is not an absolute condition of your statutory cancellation rights.
Pack returned items securely and retain proof of posting. Contact us for the correct return destination and any available return arrangements.
Return shipping costs
You are responsible for the direct cost of change-of-mind returns only where this responsibility has been disclosed to you before purchase and is permitted by law. Where the law requires us to bear return costs, including for faulty or incorrect goods, we will cover reasonable costs or arrange an appropriate return method. Contact us before arranging a return so we can provide instructions.
Refunds following cancellation
For an eligible full-order cancellation, we refund the price paid and the cost of our least expensive standard outbound delivery option. Additional charges for an upgraded delivery service are not refundable where the law permits.
Refunds are made without undue delay and within the applicable legal deadline, generally within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier. We use the original payment method unless you expressly agree otherwise, without imposing a refund fee. Your payment provider may take additional time to display the refund in your account.
Exceptions to cancellation rights
Statutory cancellation exceptions may apply to certain goods, including clearly personalised goods, goods liable to deteriorate or expire rapidly, and sealed goods unsuitable for return for genuine health protection or hygiene reasons once unsealed. These exceptions apply only where the legal conditions are met. Ordinary pet products are not automatically excluded, and applicable restrictions must be disclosed before purchase.
Faulty, damaged, or incorrect goods
Goods must be of satisfactory quality, fit for purpose, and as described. UK consumers generally have a short-term right to reject non-conforming goods within 30 days, subject to applicable legal rules and exceptions. After that, repair, replacement, a price reduction, or a refund may be available depending on the circumstances.
If an item arrives damaged, faulty, or incorrect, contact us with your order number and a description of the issue. Photographs can help us investigate, but your statutory rights do not depend on supplying photographs or retaining original packaging. We will arrange an appropriate remedy in accordance with applicable law.
Exchanges
If you would like a different item, contact us to discuss the available options. Exchanges depend on availability and do not replace or limit any statutory remedy to which you are entitled.
Your statutory rights
This policy describes UK consumer rights and does not limit rights that cannot lawfully be excluded. If other mandatory consumer protections apply to your purchase, those protections remain unaffected.