Refund policy

HIPETY

Return & Refund Policy

Last updated: 24 May 2026

30-DAY RETURN WINDOW — Not happy? We make it easy. Contact us within 30 days and we will sort it out — exchange or full refund, your choice.

1. Our promise to you

At Hipety, we want every customer to be completely satisfied with their purchase. If for any reason you are not happy with your order, we offer a straightforward 30-day return and refund process. Your satisfaction is our priority — and we will always aim to resolve any issue quickly and fairly.

Your statutory rights under the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 are not affected by this policy and always apply.

2. Return eligibility

You may request a return within 30 days of receiving your order, provided the following conditions are met:

Eligible for return

  • Item is unused and in its original condition

  • Item is in its original packaging with all tags and labels intact

  • You have proof of purchase (order confirmation email)

  • Return is requested within 30 days of the delivery date

Not eligible for return

  • Opened or used pet food, treats, or supplements (for hygiene reasons)

  • Items that have been used, washed, or damaged by the customer

  • Personalised or custom-made products

  • Items returned after the 30-day window without prior agreement

  • Items without original packaging or proof of purchase

NOTE: Due to hygiene regulations, opened consumable products (food, treats, supplements) cannot be returned unless they are faulty or not as described. This is required by UK food safety law.

3. How to request a return

Returning an item with Hipety is simple. Follow these steps:

  • Step 1 — Email us at support@hipety.com within 30 days of receiving your order

  • Step 2 — Include your order number, the item(s) you wish to return, and the reason for your return

  • Step 3 — We will respond within 1–2 business days with return instructions

  • Step 4 — Pack the item securely and send it back using the method we confirm

  • Step 5 — Once received and inspected, we will process your exchange or refund within 5 business days

Please do not send items back without contacting us first. Unauthorised returns may not be processed.

4. Return shipping costs

4.1 Faulty, damaged, or incorrect items — Hipety pays

If your item arrives faulty, damaged in transit, or is not what you ordered, we will cover the full cost of return shipping. We will provide you with a prepaid return label or reimburse your return postage upon receipt of proof.

Please report faulty or incorrect items within 48 hours of delivery by emailing support@hipety.com with clear photographs of the issue.

4.2 Change of mind returns — customer pays

If you are returning an item because you have changed your mind, no longer want it, or ordered the wrong size or variant, the cost of return shipping is the responsibility of the customer.

We recommend using a tracked postal service for your return, as Hipety cannot be held responsible for parcels lost in transit on their way back to us.

5. Exchanges

EXCHANGE FIRST — If you would prefer a replacement or a different product instead of a refund, just let us know when you contact us. We are happy to arrange an exchange where stock is available.

To request an exchange:

  • Contact us at support@hipety.com with your order number

  • Tell us which item you would like in exchange

  • We will confirm availability and arrange the exchange once we receive your return

If the item you want in exchange is higher in value, we will ask you to pay the difference. If it is lower in value, we will refund the difference to your original payment method.

6. Refunds

6.1 Refund processing time

Once we receive and inspect your returned item, we will process your refund within 5 business days. You will receive a refund confirmation email once it has been issued.

Please allow additional time for your bank or payment provider to process the refund:

  • Credit or debit card: 3–5 business days after we process

  • PayPal: 1–3 business days after we process

6.2 Refund method

Refunds are always issued to your original payment method. We are unable to issue refunds to a different card or account than the one used for the original purchase.

6.3 Partial refunds

In some cases, we may issue a partial refund if:

  • The item is returned in a condition that reduces its resale value

  • Only part of a multi-item order is returned

  • A restocking or return shipping fee applies (we will always inform you in advance)

6.4 Original shipping costs

As all Hipety orders include free shipping, there are no original shipping costs to refund. If you paid for any optional upgrades, these are non-refundable unless the return is due to a fault on our part.

7. Faulty or damaged items

If your item arrives damaged or develops a fault within 30 days of delivery, you are entitled to one of the following under the UK Consumer Rights Act 2015:

  • A full refund

  • A free replacement

  • A repair (where applicable)

To report a faulty or damaged item:

  • Email support@hipety.com within 7 days of delivery for damaged items

  • Email support@hipety.com within 30 days for items that develop a fault

  • Include your order number and clear photographs of the fault or damage

We will review your case and respond within 1 business day with a resolution. We do not require you to return faulty items in most cases.

8. Items lost in transit

If your return parcel is lost in transit on its way back to us, Hipety cannot be held responsible unless we provided the return label. We strongly recommend:

  • Using a tracked postal service for all returns

  • Keeping your proof of postage until your refund or exchange is confirmed

9. Late returns

If you contact us after the 30-day return window, we will assess your request on a case-by-case basis. We cannot guarantee a return or refund outside of our standard policy window, but we will always try to find a fair resolution.

10. Contact us

Our customer support team is here to help with any return or refund enquiry:

  • Email: support@hipety.com

  • General enquiries: hello@hipety.com

We aim to respond to all return requests within 1–2 business days, Monday to Friday.

Hipety — Premium Pet Products, Delivered With Love.