Refund policy

Last updated: 27 September 2026

Request a return within 14 days

For eligible online purchases, you may cancel without giving a reason within 14 days of receiving your goods. If one order is delivered in separate parts, the period starts when the last item is received. Tell us clearly that you wish to cancel by emailing sales@dpet.mt before the deadline. Include your name and order number or other proof of purchase.

Please contact us before sending or bringing an item back so we can give you return instructions. A timely, clear cancellation notice is valid without waiting for our approval. Return the goods within 14 days after telling us you are cancelling.

Item condition

Please return items clean, complete and securely packed, with their accessories, tags and original packaging where possible. Keep items unused beyond the handling needed to establish their nature, characteristics and functioning. You may be responsible for a reduction in value caused by excessive handling. Missing original packaging alone does not remove a statutory right to cancel.

Returns address and costs

dPet returns
47, Montvale Court, Block C, Maisonette 1
Triq Apap Bolognia
Marsaskala MSK 2743
Malta

This address is for arranged returns only. There is no local pickup, Click & Collect or walk-in shopping for dPet orders. Please arrange any return visit with us first.

You pay the direct cost of returning a change-of-mind purchase. We do not provide free collection for change-of-mind returns. Use a suitable tracked service and keep proof of dispatch. For bulky items that cannot normally be returned by post, contact us for return arrangements and a cost estimate before purchasing.

Exceptions to change-of-mind returns

Statutory exceptions may apply to goods made to your specifications or clearly personalised; goods liable to deteriorate or expire rapidly; and sealed goods that are unsuitable for return for health or hygiene reasons once unsealed. These exceptions can include qualifying perishable pet food, plants and opened sealed hygiene products. They do not automatically exclude every food, supplement, grooming product or sale item.

Contact us before returning hazardous materials, flammable liquids, gases or batteries so safe transport can be arranged. Gift-card cancellation requests will be assessed under the applicable law and any terms shown at purchase. None of these provisions removes your rights for faulty, damaged or misdescribed goods.

Damaged, faulty or incorrect items

Please contact sales@dpet.mt promptly with your order number and a description of the problem. Photos or video of the item and packaging help us assess transit damage. Failure to report within a short period does not remove your statutory rights.

We will arrange the appropriate remedy and necessary return arrangements without cost to you where required by law. Please agree transport arrangements with us before incurring costs. We remain responsible for your statutory consumer rights; you do not have to pursue the manufacturer instead. Electronic equipment, lighting and consumable products retain any applicable legal rights, even where a commercial warranty has exclusions.

Refunds

For a valid statutory cancellation, we refund the relevant payments, including the standard outbound delivery charge when the whole order is cancelled, within 14 days of your cancellation notice. We may withhold the refund until we receive the returned goods or proof that you sent them, whichever is earlier. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. Your bank may take additional time to display the payment.

For a partial return, any delivery refund depends on the circumstances and your statutory rights. We do not charge a restocking fee for exercising a statutory cancellation right.

Exchanges

The simplest way to exchange an eligible item is to arrange its return and place a separate order for the replacement.

Optional cancellation notice

You may email us: “I wish to cancel my purchase of [item(s)], ordered on [date] and received on [date]. Order number: [number]. Name: [name]. Address: [address]. Date: [date].” You may also use any other clear statement of cancellation.

This policy does not limit your rights under Maltese or EU consumer law. Support is available daily, 9am–10pm, including weekends and public holidays.