Refund policy

1. Returns

We accept returns on non-perishable, unused, and unopened items within 14 days of delivery, in accordance with EU consumer law.

To be eligible for a return:

  • Items must be unused, unopened, and in their original packaging

  • Proof of purchase is required

2. Non-Returnable Items

For hygiene, safety, and quality reasons, the following items cannot be returned or refunded unless faulty or damaged on arrival:

  • Pet food (including dry, wet, raw, treats)

  • Supplements and veterinary products

  • Grooming products once opened

  • Clearance or discounted items (unless stated otherwise)

  • Wearables (for example: clothing, re-usable nappies, inflatable collars, leashes, harnesses, collars, etc.)

3. Damaged or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please inform the courier at the time of delivery. If you have any issues, please contact us within 48 hours of delivery with photos of:

  • the item

  • the packaging

  • the delivery label

We will arrange a replacement or refund where applicable. 

5. Returns Process

Returns are handled in person at our retail location.

To request a return, please present the product at our shop, located at 168, Bronja Street, Żurrieq, Malta, along with valid proof of purchase.

Each item will be reviewed by our staff to confirm that it satisfies the conditions set out in our Return & Refund Policy.

If the return is approved, we will complete the process accordingly, either by arranging an exchange or issuing a refund, depending on the item and circumstances.

Items that do not comply with the return conditions will not be accepted.

4. Refunds & Store Credit

Where an item is found to be faulty or defective and a replacement is not available, a full refund will be issued using the original method of payment.

If a return is accepted for reasons other than a fault (such as a change of mind or dissatisfaction with the product), the refund will be issued in the form of a store credit voucher.

Store credit vouchers:

  • are valid for 6 months from the date of issue

  • are non-transferable

  • have no cash value

  • may be redeemed against future purchases only

Due to the nature of pet-related products, we encourage customers to ensure that items are suitable for their pet before completing a purchase. If you have any questions regarding ingredients, suitability, or usage, our team will be happy to assist prior to purchase.