Returns & Refunds

Returns & Refunds

We want you and your pet to be happy with everything you buy from Meldrune. If something isn't right, here is how returns work. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Changed your mind? 14-day returns

You can cancel your order for any reason within 14 days of the day you receive it (or the day the last item arrives, if your order is delivered in parts). To cancel, email meldrune@hotmail.com with your order number and let us know you'd like to return the item. You then have a further 14 days to send it back.

To qualify for a full refund, items should be unused, in their original packaging and in a resaleable condition. You are welcome to inspect an item as you would in a shop, but we may make a deduction from your refund if it has been used or handled beyond what is needed to check it.

For change-of-mind returns you are responsible for the cost of return postage. We will give you the correct return address when you contact us; please do not post anything back until you have it, as some items are dispatched from our fulfilment partners rather than from Northern Ireland.

2. Faulty, damaged or incorrect items

If an item arrives damaged, develops a fault or isn't what you ordered, please email us within 30 days of delivery with your order number and a photo or short video of the problem. We will arrange a replacement or a full refund, including any return postage you pay, at no cost to you. After 30 days you are still entitled to a repair or replacement under the Consumer Rights Act 2015, and to a refund if that isn't possible.

3. Items we can't take back

For hygiene reasons we cannot accept returns of grooming tools, litter accessories or feeding products that have been used, unless they are faulty. Any item that has been personalised or made to your specification is also non-returnable unless faulty.

4. Refunds

Once we receive your return (or proof that you've posted it), we will refund you within 14 days to the payment method you used at checkout. Your original delivery charge, if any, is refunded on cancelled orders returned in full. Depending on your bank or card provider it can take a few days for the money to show in your account.

5. Exchanges

The quickest way to get a different size or colour is to return the original item for a refund and place a new order. If you'd prefer us to arrange an exchange, just ask when you email.

6. Contact us

Meldrune, Antrim, Northern Ireland, United Kingdom
Email: meldrune@hotmail.com

We aim to answer every message within one working day.