Refund policy

Last updated: 9 September 2026

Our 90-day satisfaction guarantee

If you are not satisfied, contact info@petformix.co.uk within 90 days after delivery. We will refund the full amount paid for the order, including any original delivery charge. Opened products are eligible. This guarantee also applies to subscription orders, counted from delivery of the order concerned.

We may ask you to return the remaining products, including opened tubs, to our UK return address. Contact us for instructions before posting. Direct return postage is your responsibility unless goods are faulty, damaged or incorrectly supplied, or we agree otherwise. No proof of a particular health outcome is required. This guarantee is additional to your statutory rights.

Start a return

Email info@petformix.co.uk with your order number and the items concerned. Returns are received in the United Kingdom; we will provide the correct UK return address for your order. Our Miami business address is not the return address.

Your statutory right to change your mind

For eligible UK distance purchases, notify us within 14 days after the day you receive the goods, then return them within 14 days after giving notice. You do not need to give a reason. You may notify us by any clear statement, including email; the optional form below is not compulsory.

You may inspect the goods as you would in a shop. Where the law permits, a statutory refund may be reduced for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Our separate 90-day guarantee accepts opened products as described above.

Opened products and statutory exceptions

For sealed goods genuinely unsuitable for return for health protection or hygiene reasons, the statutory change-of-mind right may cease when the seal is broken, but only where the legal conditions for that exception are met. This does not remove rights for faulty, unsafe or misdescribed goods or the additional 90-day guarantee.

Faulty, damaged or incorrect goods

Contact us when you discover an issue. Depending on the circumstances, you may be entitled to rejection and a refund, repair or replacement under applicable consumer law. We cover reasonable return costs for faulty goods, damage on arrival or items incorrectly supplied. Photos may help us investigate but are not a blanket condition for exercising your statutory rights.

Return postage and refunds

For change-of-mind or satisfaction-guarantee returns, you pay direct return postage unless we agree otherwise or the law requires us to cover it. Keep proof of posting.

Refunds go to the original payment method unless we agree another method without a fee. For statutory cancellation, we refund within 14 days after being informed of cancellation, but may withhold payment until we receive the goods or evidence of return, whichever is earlier, where permitted. For a guarantee return, we refund within 14 days after receiving the requested return or confirming that no return is required.

When you cancel an entire eligible order under your statutory rights, we refund the standard outbound delivery charge paid; the premium above standard delivery need not be refunded. Under our 90-day guarantee, the full original delivery charge paid is included. We do not charge restocking fees for statutory cancellations.

Subscriptions and gifts

Returning or refunding an order does not automatically cancel future subscription renewals. Tell us if you also want to cancel them, or use your subscription-management controls. Cancelling future renewals does not by itself return an order already supplied.

If an order included a promotional gift, let us know so we can explain the appropriate return arrangement. We will not turn a free gift into an undisclosed retrospective charge.

Optional cancellation form

To: PetFormiX, 407 Lincoln Rd, Miami Beach, Florida 33139, United States; email: info@petformix.co.uk.

I give notice that I cancel my contract for the following goods:

• Order number and goods:
• Date ordered / date received:
• Customer name:
• Customer address:
• Date:
• Signature, only if sent on paper:

Nothing in this policy limits your statutory consumer rights.