Return & Exchange Policy In Store & Online

Thank you for shopping with Healthy Pet Store. We are sorry your goods were not as expected. Please follow our policy below for returns, refunds or exchanges.

In-store Return Policy

We are happy to exchange or refund any non-frozen and non-perishable products within 30 days of purchase. Any products returned must be unused and with their original tags/packaging intact; otherwise, the return or exchange will be void. If the item is chewed, misused, or damaged in any way, we will not be able to accept a return or exchange, however, exclusions apply to selected brands.

Items cannot be returned or exchanged without valid proof of purchase. Frozen products can’t be returned or exchanged after 20 minutes of purchase.

Online Return & Refund Policy

1. Eligibility for online returns and refunds

We accept returns, refunds and exchanges of all non-perishable products within 30 days of delivery with proof of purchase. The item needs to be sealed, unused, with all its tags and in a re-saleable condition. You are responsible for keeping the goods in the required condition until they are returned to us; this includes posting the item with the correct packaging to avoid damages.

Refunds are available for faulty frozen products with proof of purchase (order confirmation email or order number). The return process should start as soon as possible, preferably within 24 hours of delivery.

Please note we pack products to protect them as best as possible. Small defects on food products such as a broken seal or film lid that occurred in transit will not warrant a refund or replacement. Deliveries in our vans are guaranteed to be frozen and are carefully handled. Deliveries by courier may be subject to damage through 3rd party handling.”

On orders shipped directly from the supplier

Please contact us as soon as possible, we need to establish the reason for the refund.

Faulty items need to be accessed, once we have established that the item is faulty, we will ask the customer to return the item directly to the supplier. They will then either send out a replacement or refund you the full original order value and cover the cost of the return. The same applies if the wrong item is shipped to you.

For unwanted items if the customer decides they do not wish to keep the item for whatever reason (don’t like the colour or ordered the wrong size etc) the supplier accepts the item being returned back, in its original condition and packaging. We will either organise a suitable replacement for which we will require payment of any delivery charges incurred or we will refund you the item cost. We do not credit back the original delivery cost or cover the cost of returning the item to the supplier.

2. Incorrect, damaged and defective goods

In the case of receiving an incorrect (colour, size or product), damaged or defective item, contact us right away. Consequently, for faulty items, we will request proof (pictures) and in most cases, the item will need to be sent back to us.

4. Initiating a return and refund request

To initiate the return or process:

For Royal Mail orders go through the Royal Mail Return Portal. Please include your order number inside the returned parcel.
Contact our Customer Assistance Team as soon as possible by email. Any other queries, call us. Find how in point 10

5. Required information

In your email, please include:

Order number,
Reason for return
If the item is damaged or not what was ordered, please attach pictures

6. Assessment

Our team will assess your email and if necessary, request more information. After consideration, we will contact you with a decision relating to the return of the goods in question. Only after we contact you with approval should any items be sent back to us, never before. Exemptions and exclusions at point 9.

Returns of unwanted items need to be returned to us within 14 days following our approval email.

7. Return, refund and exchange options

Upon receiving the goods in their original state, sealed and with all the tags, we can either process the refund or exchange, depending on your choice.

In return for a refund of unwanted items, we will process the refund within 14 days of receiving your item using the same payment method. Usually, this process takes 2–4 working days.

In the event of a return to exchange, we will send your chosen item back to you within 14 days of receiving your item. Your exchanged item will be sent to the same person at the same address.

8. Online returns, refunds or exchange charges

If the goods sent to you were incorrectly picked and packed (e.g. different size or colour), you will need to post the item back to us under the same conditions as when it was sent to you. We can send the return label to you via email. In some cases, we might be able to request a collection from your address. If you would like the latter option, please express your wishes when contacting us.

If you would like to return a product and request a refund due to a change of mind, you will be liable for the postage charge back to us of £3.50.
If you would like to exchange a product for a different colour or size, you will be liable for the postage charge back to us (£3.50). We will also charge you an additional shipping fee for posting the replacement goods back to you
When cancelling an online order that has not been posted, we will refund the order entirely. If the order was already sent to you when you requested the cancellation, we reserve the right to only refund the order value without the postage. You will still need to send the item back to us before a refund can be processed
If the goods are faulty, we will cover both the original postage charge and the postage of the replacement goods. We can send the return label to you via email. In some cases, we might be able to request a collection from your address. If you would like the latter option, please express your wishes when contacting us

9. Exceptions and exclusions

In some cases, we may still be able to help. Contact us by email or phone call. We reserve the right to refuse cancellations, returns, refunds, and exchanges.

We are unable to accept returns for frozen and perishable goods
We will not accept returns for chewed, misused or by consequence, broken items. Exceptions apply.
We will not accept returns or refunds on sale and clearance items
Goods that fluctuate in price (e.g. foreign exchange) or special orders directly from the supplier
Goods and services worth £42 or less
Gift vouchers can not be refunded