Refund policy
At Momo Pets, we want you and your furry to be completely happy with your order. If something isn't quite right, we're here to make it easy.
Our Return Window
We have a 14-day return policy from the day you receive your item. To request a return, please contact us within 14 days of delivery at support@momopets.co.uk.
To be eligible for a return, items must be:
• In the same condition you received them
• Unused, unworn, and unopened (where applicable)
• With original tags and packaging intact
• Accompanied by proof of purchase (your order number is fine)
How to Start a Return
1. Email us at support@momopets.co.uk with your order number and reason for return
2. We'll respond within 24 hours with return instructions and our return address
3. Once approved, please post your return within 7 days
Return shipping is at the customer's expense. We recommend using a tracked service — we cannot accept responsibility for items lost in transit on the way back to us.
Items sent back without first requesting a return will not be accepted.
Damages and Issues
Please inspect your order on arrival. If anything is damaged, defective, or incorrect, contact us within 48 hours at support@momopets.co.uk with photos so we can put it right immediately — at no cost to you.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
• Pet food, treats, and consumables (once opened)
• Personal care and grooming products (once opened)
• Used or worn items
• Sale items, clearance, or final-sale collections
• Gift cards
• Custom or personalised items
If you're unsure whether your item qualifies, just ask us before sending it back.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, 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.
To start a return, you can contact us at support@momopets.co.uk. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@momopets.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Under the Consumer Contracts Regulations 2013, customers in the UK have the right to cancel or return their order within 14 days of receipt for any reason. Items must still meet the conditions above (unused, original packaging, tags intact). Refunds will be processed within 14 days of receiving the returned item.
Exchanges
The fastest way to get what you want is to return the original item and place a new order once your return is approved.
Refunds
Once we receive and inspect your return, we'll email you to confirm whether it's been approved. If approved, your refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank to process and post the refund.
If 15 business days have passed since approval and you haven't seen your refund, please reach out to us at support@momopets.co.uk and we'll chase it down for you.
Questions?
We're here. Email us anytime at support@momopets.co.uk — a real person (probably with cat hair on their jumper) will write back.
With warmth,
The Momo Pets Team
