Refund policy

We are so confident our pet sensitivity tests can help you, we offer a 100% guarantee if you are not completely satisfied with your results. To be eligible you need to have followed the elimination diet for a minimum of six weeks upon receiving your test results and kept a valid food diary. The food diary will need to be supplied for examination by our pet nutritionist before any refund can be processed. If at the end of the six weeks you do not see any improvement in your pet's symptoms, you are entitled to a full refund.

To claim your refund, please supply our support team with the following details:

Name used to purchase
Email address used to purchase
Website order number
Transaction amount
Date of purchase
Full six week food diary

N.B. Refunds can only be claimed within 90 days of purchase.

Please contact us at support@mypethealthstore.com

If you are not satisfied with our services, please contact us as soon as possible to assist you in resolving any issues.

Opening a claim on PayPal or Stripe will significantly delay the resolution process.

 

Digital Service Activation and Refunds

Our sensitivity tests are a personalised digital service. Upon purchasing, you receive an activation code, which allows you to activate your test online. Once activated, you are able to send your sample to us for processing. Your results are then produced and delivered digitally via the email address you provide at registration.

In line with the Consumer Contracts Regulations 2013, customers have a right to cancel their order within 14 days of purchase. However, this right is lost once the digital service has begun, which occurs when you activate your test using the unique code provided.

By activating your test, you:

• Give us express consent to begin the service
• Acknowledge that you lose your right to cancel under the 14-day cooling-off period

If you do not activate your test within the 14-day period and wish to cancel, please contact our support team at info@mypethealthstore.com with your order details to request a refund.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Disputes
These Terms and Conditions are governed by the laws of England and Wales and will be interpreted in accordance with the English courts. The English courts shall have exclusive jurisdiction to settle any claim or dispute which might arise out of or in connection with these terms and conditions.

Health and nutritional information
If you have any pet health conditions or concerns you are responsible for checking with a registered vet practitioner. We recommend that anyone changing their pet's diet should consult a registered vet practitioner in the first instance.

Our website and other information that we may send you provides general information on pet health and nutrition. This does not in any way constitute medical advice and is not tailored to your specific requirements.

Supplement & Accessories Returns Policy
Returns on orders will only be allowable on units that have not been received in satisfactory condition, including damaged, faulty or otherwise unsatisfactory items. We will offer replacement or refund for damaged, faulty or incorrectly posted items.

You are responsible for the return postage charge if you ordered an item and no longer want it. A refund can be issues once the item has been received back with us and processed in returns handling. 

To start the returns process on one of these items please contact us: support@mypethealthstore.com