Refund policy

Return & Refund Policy


Due to the nature of pet food and edible products, specific hygiene and safety rules apply to returns and refunds.

This Return & Refund Policy is designed to comply with applicable European Union consumer protection laws, including the Consumer Rights Directive (Directive 2011/83/EU), while protecting the safety and integrity of animal food products.


1. Right of Withdrawal (EU Consumers)

Under EU consumer law, customers generally have the right to withdraw from online purchases within 14 days of delivery.

However, pursuant to Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to:

  • sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery;
  • perishable goods or goods liable to deteriorate rapidly;
  • pet food and edible animal products once opened, unsealed, used, chewed, partially consumed, or improperly stored after delivery.

Therefore, for hygiene and food safety reasons, we cannot accept returns of dog treats or pet food products that have been:

  • opened or unsealed;
  • partially or fully consumed;
  • chewed, handled excessively, or contaminated;
  • stored improperly after delivery.


2. Eligible Returns

A return or refund may be approved if:

  • the product arrived damaged during transport;
  • the product is defective or unsafe for consumption;
  • the product shows visible mold, spoilage, contamination, or abnormal deterioration upon arrival;
  • the wrong item was delivered;
  • the product arrived with broken vacuum sealing or compromised packaging.

To qualify for a claim, customers must contact us within 48 hours of delivery and provide:

  • clear photographs of the product and packaging;
  • the order number;
  • a description of the issue.

We reserve the right to request additional information where necessary.


3. Non-Returnable Items

The following items are non-returnable and non-refundable unless defective upon arrival:

  • Unsealed dog treats or pet food;
  • partially used or consumed products;
  • products damaged due to improper storage by the customer;
  • products with normal natural variation in color, shape, texture, or smell typical of natural animal products.


4. Refunds

If a refund is approved, we may offer:

  • a replacement product;
  • store credit; or
  • a refund to the original payment method.

Approved refunds will typically be processed within 14 business days after confirmation of the claim.

Shipping costs are non-refundable unless the return is due to our error or a defective product.


5. Return Shipping

If a return is authorized, customers must follow the return instructions provided by us.

Unauthorized returns may be refused.

In cases involving defective or incorrect products, we may cover reasonable return shipping costs where legally required.


6. Product Storage Responsibility

Customers are responsible for storing products according to the storage instructions provided on the packaging or website.

We are not responsible for spoilage or deterioration caused by:

  • improper refrigeration or freezing;
  • exposure to heat or moisture;
  • delayed collection from parcel lockers or delivery points;
  • improper handling after delivery.


7. Contact Information

For all return or refund requests, please send all required information to:

ask@mylopets.com