Return and Refund Policy

Last updated: 13 November 2026

At Mallowen Pet Co., we want you and your pets to be happy with your purchase. If something isn't right with your order, we're here to help.

This policy explains how to request a return, cancel an order, report a faulty or incorrect product and receive a refund.

Nothing in this policy affects or limits your statutory consumer rights under applicable UK law.

1. Your Right to Cancel an Online Order

Under UK consumer law, you generally have the right to cancel an online purchase within 14 days of receiving your order, without giving a reason.

If your order contains multiple items delivered separately, the 14-day cancellation period generally begins when you receive the final item.

To exercise your right to cancel:

1. Contact us at info.mallowen@gmail.com within 14 days of receiving your order.

2. Tell us that you wish to cancel your purchase and include your order number.

3. We will provide instructions for returning the item.

4. Send the item back within 14 days after notifying us of your cancellation.

You do not need to use a particular cancellation form. A clear written message stating that you wish to cancel is sufficient.

2. Return Conditions

For a change-of-mind return, please take reasonable care of the product while it is in your possession.

We ask that returned products:

• Are returned within the applicable return period.

• Include all original accessories, parts and items supplied with the product.

• Are securely packaged to avoid damage during return delivery.

• Have not been damaged through misuse or handling beyond what is reasonably necessary to inspect their nature, characteristics and functioning.

You may inspect a product as you reasonably would in a shop. However, you may be responsible for any reduction in its value caused by handling beyond what is necessary to inspect it.

These conditions do not remove your legal rights if a product is faulty, damaged, misdescribed or otherwise does not meet the requirements of applicable consumer law.

3. Products That Cannot Usually Be Returned Under the Change-of-Mind Cancellation Right

Certain products may be excluded from the statutory change-of-mind cancellation right where a legal exception applies.

Examples can include:

• Personalised or made-to-order products made to your specifications.

• Sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed, where the legal requirements for this exception are met.

• Goods that are liable to deteriorate or expire rapidly.

These exceptions do not remove your rights if a product is faulty, damaged or not as described.

If you are unsure whether a product qualifies for a return, contact us before sending it back.

4. Faulty, Damaged or Incorrect Items

We want every order to arrive in the condition you reasonably expect.

If you receive a product that is faulty, damaged, defective, incomplete or different from what you ordered, please contact us as soon as possible.

Email: info.mallowen@gmail.com

Please include:

• Your order number.

• The name of the affected product.

• A brief explanation of the issue.

• Clear photographs or videos where they can help us understand the problem.

We will review your report and explain the appropriate next steps.

Under UK consumer law, you may have the right to reject faulty or misdescribed goods for a full refund within the first 30 days after delivery. After this period, you may generally be entitled to a repair or replacement, followed by a refund or price reduction in certain circumstances if the repair or replacement is unsuccessful, impossible or not provided within a reasonable time.

You will not be charged return costs for a product that is faulty, damaged or incorrectly supplied where the law requires us to cover those costs.

5. How to Request a Return

To begin a return, contact our customer support team:

Email: info.mallowen@gmail.com
Subject: Return Request – [Your Order Number]

Please provide your order number and explain why you would like to return the product.

We will respond with the relevant return instructions, including the appropriate return destination and any necessary arrangements.

Please do not send products to an address shown on the original parcel or directly to a supplier unless we have confirmed that destination with you.

6. Return Shipping Costs

For a change-of-mind return, you are generally responsible for the direct cost of returning the product, provided you were informed of this responsibility before placing your order.

If the product is faulty, damaged, defective, incorrectly supplied or does not meet the description, Mallowen Pet Co. will cover the return costs where required by applicable law.

We recommend using a tracked delivery service and keeping your proof of postage until your return has been resolved.

7. Refunds

Once your return has been received and checked, we will notify you of the refund outcome.

Where a refund is due, it will generally be issued to the original payment method.

For statutory cancellation requests, we will issue the refund without undue delay and no later than 14 days after:

• We receive the returned goods; or

• You provide evidence that you have sent the goods back,

whichever happens first.

Where applicable, the refund will include the cost of the standard delivery option originally offered. If you selected a more expensive delivery option, we are not required to refund the additional cost of that upgrade.

We will not charge a refund administration fee for a valid statutory cancellation.

Your payment provider may take additional time to display the refunded amount in your account.

8. Exchanges and Replacements

If you receive an incorrect, damaged or faulty product, contact us so we can assess whether a replacement or another appropriate remedy is available.

For change-of-mind requests, exchanges may be arranged where available and agreed with our customer support team.

Any exchange or replacement remains subject to your statutory consumer rights.

9. Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at info.mallowen@gmail.com.

We will make reasonable efforts to stop the order before dispatch.

If the order has already been dispatched, you may still be able to exercise your applicable cancellation rights after receiving it, in accordance with this policy and UK consumer law.

10. Missing or Delayed Orders

If your order has not arrived within the delivery timeframe provided at checkout or in your order confirmation, please contact us.

We will investigate the delivery status with the relevant fulfilment or delivery partner and help resolve the issue.

Mallowen Pet Co. remains responsible for addressing delivery problems and fulfilling its obligations to customers under applicable law.

If an order has not been delivered within the legally applicable timeframe, you may have the right to cancel and receive a refund.

11. Refunds for Promotional or Discounted Purchases

Products purchased during promotional periods, seasonal sales or special offers are covered by the same applicable statutory consumer rights as other purchases.

A discounted price does not remove your right to return faulty, damaged or misdescribed goods or your applicable online cancellation rights.

12. Contact Us

If you have questions about returns, refunds, exchanges or cancellations, please contact us.

Mallowen Pet Co.
Email: info.mallowen@gmail.com
Website: https://mallowen.co.uk

Business Structure: Individual / Sole Trader
Legal Business Owner: Bruno Berkis
Business Correspondence Address: 4th Floor Imperial House, 15 Kingsway, London, United Kingdom, WC2B 6UN

We aim to respond to customer enquiries as promptly as reasonably possible.

Thank you for shopping with Mallowen Pet Co.