A customer who wishes to return a product should first email us at customerservices@moochpets.co.uk within 14 days of delivery stating the order number and reason for return. The customer will then be provided with the correct return address (do not post to our Registered Office address). In most cases the product will be returned to us, but in some scenarios the product must be returned directly to the supplier and therefore we will provide the correct address.

The product must be in good and resaleable condition on return in order for Mooch Pets to refund the full purchase price of the product. The cost of the return postage is the customer’s responsibility unless stated otherwise on the product page. The refund will be issued to the customer within 14 days of receipt of the product. Refunds on returns will only be accepted if the customer returns the product in its original packaging and with all labels in tact.

If a product is received by the customer in a damaged condition, the customer must contact Mooch Pets within 48 hours of receipt and we will do our best to replace the damaged product within a reasonable time or we will refund the total cost of the product, including any postage costs.

A customer who wishes to exchange a product may be liable to pay a further amount depending on the reason for the exchange and if the new product is at a higher price. We will notify the customer of any change in the price or any further delivery costs.

Mooch Pets is not responsible for the cost or safe return of any product and will not issue a refund for a product that does not reach the correct delivery address when being returned by a customer. Mooch Pets suggests that customers return products via Recorded or Special Delivery or other secure method and take out the correct postal insurance to cover the value of the product.