Returns & Refunds

Return eligibility

If you believe an item may be eligible for return, please contact us through the Contact Us page before sending anything back.

Where a return is accepted, items should usually be unopened, unused, and in a resaleable condition with original packaging where possible.

Damaged or incorrect items

If your order arrives damaged, incomplete, or incorrect, please contact us promptly through the website and include your order reference and a clear description of the issue.

We may ask for photographs or further details so that we can review the problem and decide on the most suitable resolution.

Perishable and pet food hygiene considerations

Because pet food and treats can be perishable or hygiene-sensitive, opened, unsealed, or partly used items may not be suitable for return unless they are faulty, unsafe, or not as described.

This helps protect product integrity, food safety, and fair handling for all customers.

Refund processing

If a refund is approved, it will usually be made back to the original payment method after the returned item or claim has been reviewed.

Refund timing can vary depending on payment provider processing times.

Exchanges and replacements

Where appropriate, we may offer a replacement, resend, or other reasonable solution instead of a refund, particularly where an item is damaged in transit or sent in error.

How to get help

Please use the Contact Us page for return and refund guidance. If your query relates to an existing order, it can also help to review your order history in your account area before contacting us.

Business correspondence address

For formal correspondence, please write to the address below.

Not open to the public