Returns, Replacement & Refunds

You can return an item if

• It arrived damaged, leaking or broken.
• It is the wrong product, flavour or pack size.
• It is expired, or too close to expiry to use.
• It is sealed and unopened, and you simply changed your mind.

What we cannot take back

• Opened food, treats or litter. Once a food bag is open we cannot resell it, and we will not send it to another customer.
• Used grooming tools, collars, harnesses, toys and bowls.
• Medicines and prescription diets, unless the item is faulty or expired.
• Anything reported after 7 days.

This is not us being difficult — pet food and medicine are things another animal will eat, and we will not pass on something we cannot vouch for.

If your pet will not eat it

Message us. We cannot resell an opened bag, but this is common with cats especially, and we would rather help you find something they will eat than lose you as a customer. We will usually work something out on the next order.

How to start a return

1. Message us on WhatsApp or email support@mypetlobby.com, within 7 days of delivery.
2. Give your order number (it starts with PS-) and a photo if something is damaged or wrong. A photo usually settles it immediately.
3. We arrange collection, or ask you to send it back — whichever is quicker for you.
4. Once we have it, the replacement goes out or the refund is issued.

Refunds

• Refunds are paid the way you paid, or by Easypaisa or bank transfer if you prefer.
• They are issued within 3 working days of the item reaching us.
• When the fault is ours — damaged, wrong or expired — you get the delivery charge back too, and pay nothing to send it back.
• On a change-of-mind return, the delivery charge is not refunded and return postage is yours.

Cancelling an order

Any order can be cancelled free of charge before it is dispatched — just message us. After dispatch, refuse the parcel at the door and it comes back to us.