Return Policy

1. Return Policy Overview

We offer a comprehensive 30-day return policy for most items purchased from My Smart Shop Place. This policy covers both online and in-store purchases, ensuring consistent service across all channels.

What This Policy Covers

• All dog toys, cat toys, and pet accessories
• Pet carriers and travel accessories
• Unused and unopened pet care products
• Defective or damaged items regardless of time since purchase

Our Commitment

We stand behind the quality of our products and want every pet and pet owner to be happy with their purchase. If you're not satisfied for any reason, we're here to help make it right.

2. Return Timeframe

Returns must be initiated within 30 days of the original purchase date. This timeframe applies to both online orders (from delivery date) and in-store purchases (from purchase date).

Important Timeframe Details

• Online Orders: 30 days from delivery confirmation
• In-Store Purchases: 30 days from receipt date
• Gift Purchases: 30 days from original purchase date (not gift date)
• Defective Items: No time limit for manufacturing defects

Extended Holiday Returns

Items purchased between November 1st and December 24th may be returned until January 31st of the following year, giving you extra time for holiday gift returns.

3. Product Condition Requirements

To ensure the safety and satisfaction of all our customers, returned items must meet specific condition requirements depending on the product type.

General Condition Requirements

• Items must be in original packaging when possible
• All accessories and components must be included
• Products should be clean and free from pet hair/odors
• Original tags and labels should remain attached

Specific Product Guidelines

• Toys: Must be unused and show no signs of chewing or damage
• Food/Treats: Must be unopened and within expiration date
• Carriers: Must be clean with no pet odors or hair
• Accessories: Must be unused and in original condition

4. Return Process

We've streamlined our return process to make it as convenient as possible. You can initiate returns online, by phone, or by visiting our store.

Step-by-Step Return Process

1. Contact Us: Call +44 20 7946 0958 or email [email protected]
2. Provide Details: Order number, item details, and reason for return
3. Receive Instructions: We'll provide return authorization and shipping label
4. Package Items: Securely pack items with all original components
5. Ship or Drop Off: Use provided label or bring to our store
6. Processing: We'll inspect and process within 3-5 business days
7. Refund: Refund issued to original payment method

In-Store Returns

You can also bring items directly to our store at 16 Cameron Toll Shopping Centre, 6 Lady Road, Edinburgh, EH16 5PB, Scotland, United Kingdom. Bring your receipt or order confirmation for faster processing.

5. Return Shipping

We want to make returns as cost-effective as possible for our customers while maintaining fair policies for different return scenarios.

Free Return Shipping

• Defective or damaged items received
• Wrong item sent due to our error
• Orders over $100 (within Australia)
• Manufacturing defects or quality issues

Customer-Paid Return Shipping

• Change of mind returns
• Sizing issues (when size chart was provided)
• Orders under $100
• International returns

Shipping Cost Guidelines

Return shipping typically costs $8.95 within Australia. We recommend using Australia Post with tracking for your protection. International return shipping costs vary by location.

6. Refunds and Processing

Once we receive and inspect your returned items, we'll process your refund promptly. Refund timing depends on your original payment method.

Refund Processing Times

• Credit/Debit Cards: 3-5 business days after processing
• PayPal: 1-2 business days after processing
• Bank Transfer: 2-3 business days after processing

Refund Amounts

• Full purchase price refunded for qualifying returns
• Original shipping costs refunded for defective items
• Return shipping deducted for change-of-mind returns
• Partial refunds for items not in original condition

Store Credit Option

You can choose store credit instead of a refund, which includes a 10% bonus and never expires. Store credit can be used for future purchases online or in-store.

7. Exchanges

We offer direct exchanges for size, color, or product variations when available. Exchanges can often be processed faster than returns and refunds.

Exchange Eligibility

• Size exchanges for carriers and accessories
• Color variations for available products
• Product upgrades (pay difference)
• Defective item replacements

Exchange Process

1. Contact us to check availability of exchange item
2. We'll hold the new item while you ship the original
3. Send original item using provided return label
4. New item ships within 24 hours of receiving return
5. No additional shipping charges for equivalent exchanges

Price Difference Handling

For exchanges to higher-priced items, we'll charge the difference. For lower-priced items, we'll refund the difference to your original payment method.

8. Non-Returnable Items

For health, safety, and hygiene reasons, certain items cannot be returned once opened or used. These exceptions help protect all our customers and their pets.

Health and Safety Items

• Opened food products, treats, or supplements
• Used grooming tools or brushes
• Opened medications or flea treatments
• Used bedding or comfort items

Customized Products

• Personalized collars or tags
• Custom-sized carriers or accessories
• Engraved or embroidered items
• Special orders made to specification

Exception to Exceptions

Even non-returnable items can be returned if they arrive defective, damaged, or significantly different from what was described. We'll work with you to find a suitable solution.

9. Contact Information

Our customer service team is here to help with all return-related questions and to ensure your experience with My Smart Shop Place is positive.