At Healthy Pets Shop, we stand behind the quality of our premium pet care products. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process within 15 days of receiving your order.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be unused, in its original packaging, and in resalable condition
  • You must initiate the return within 15 days of receiving your order
  • The original proof of purchase must be provided
Important Note: For health and safety reasons, we cannot accept returns or exchanges on the following products:
  • Opened or used cat worming tablets & treatments
  • Opened flea & tick treatments for cats and dogs
  • Partially used containers of cat ear cleaner & eye cleaner products
  • Any pet supplements where the seal has been broken

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact our customer service team within 15 days of receiving your order by emailing [email protected] with your order number and details about the product you’d like to return or exchange.
  2. Wait for approval – We’ll review your request and send you a Return Merchandise Authorization (RMA) number if approved.
  3. Package your return – Securely pack the unused product in its original packaging, including all accessories and documentation.
  4. Ship your return – Send the package to our returns center at the address provided in your RMA email. We recommend using a trackable shipping service.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For exchanges, we’ll cover the cost of shipping the replacement item to you.

Refund Processing

Once we receive and inspect your return:

  • Refund method: Your refund will be processed to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: 3-5 business days after we receive your return
  • Bank processing: Depending on your financial institution, it may take an additional 2-5 business days for the refund to appear on your statement

Exchange Processing

For exchanges:

  • We’ll ship your replacement item within 1-2 business days after receiving your return
  • You’ll receive tracking information via email
  • Standard shipping times apply (10-15 days for DHL/FedEx, 15-25 days for EMS)

Return Request Template

Use this template when contacting us about a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Healthy Pets Shop Customer Service, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Product details: – Product Name: – Reason for return/exchange: Please advise on next steps. I look forward to your reply. Best regards, [Your Full Name] [Your Contact Information]

Damaged or Incorrect Items

If you receive a damaged item or incorrect product:

  • Contact us immediately at [email protected]
  • Include photos of the damaged product or incorrect item received
  • We’ll arrange for a replacement or refund at no additional cost to you

For any questions about our returns policy, don’t hesitate to contact our friendly customer care team. We’re committed to ensuring both you and your pets are completely satisfied with your Healthy Pets Shop experience.

Healthy Pets Shop Returns Center:
85 St Stephen’s St, Bristol, GB BS1S 8YN
Email: [email protected]
Phone: +44 (0)117 123 4567