Returns Product

To ensure that your Return/Exchange/Refund is processed as quickly as possible, please follow the procedures we have taken time to explain.

All returns are strictly collection by us only. We do NOT accept third party returns.

Returns will be accepted within 14 days of your delivery.

So, for example, any item(s) delivered on the 1st of the month can be returned up to the 15th of the month. Any return requests made 15 or more days after delivery will be strictly declined.

Return requests must be through our “Contact Us” page on this website. A Returns Confirmation Email of your request will be sent within 48 hours. We will contact you within 2-6 working days to offer a collection date.

ALL items must be returned in an unused condition in its original packaging and with any tags or security seals intact. Strictly. Watch the video below which explains our very strict returns procedure.

Non-Defective Items will incur a £2.99 collection charge (per attempt) which will be deducted from the refund amount.

If the return is due to a defective product, we will ask for photographic evidence as this is what we will be asked for from our supplier. We will then arrange an “Exchange” which will be carried out Free of charge.

To make this process more efficient, it is advised to provide a safe place for delivery and or collection whenever possible. 

Returns Procedures

Returning Non Defective Items

  • Return requests must be through our “Contact Us” page on this website. A Confirmation Email of your request will be sent within 48 working hours. Collection will be strictly made within 2-6 working days without exception.
  • Non Defective Return requests will come with a collection charge of £2.99 (per attempt) which will be deducted from your refund amount.
  • Returns are only collected by us and not a third party carrier.
  • Any Large Bags of Dog Food, MUST be in perfect condition and 100% un-opened.
  • Any return requests for a large bag of Dog Food will be fully refunded in accordance with our returns policy. However, any Treats or Accessories purchased in the same order as that bag, will have a price adjustment to the full retail price. (The price with a line through it on this website and in your Order Confirmation Email). This adjustment will be deducted from the refund of the large bag as the Member Prices are only valid with the purchase of a large bag of Dog Food. The returning of a large bag of Dog Food confirms you are no longer a member.
  • All items must be in the same unopened packaging.
  • All items must be in a condition that allows for re-sale. See our returns policy above and our video to explain this very strict returns procedure.
  • On collection there will be the first of two inspections. To check the item is unopened. Clean. Not damaged and in a condition acceptable for re-sale. No Sellotape. No Glue. No rips or tears or any damage, to name a few will not be accepted.
  • Photographs will ALWAYS be taken. Without exception. For honesty and your protection.
  • Please note ALL items will have been photographed when delivered. We will cross reference this when inspecting at our storage facility.
  • Once back at our storage unit, there will be a second inspection. This will involve comparing the photographs taken on delivery. See our video (above) to explain this very strict returns procedure.
  • If all goes in accordance with our returns policy, (it mostly always does) we will process your refund within 72 hours of collection. An Email to confirm the Returns will be sent to you.
  • You will be informed the moment we execute the refund. Please remember, at this point the speed of the refund is totally down to the relationship between our bank and yours.

Returning My First Order Dog Food

  • Returns are accepted within 14 days of delivery only. See our returns policy above.
  • On the rare occasion your Dog doesn’t like the food (Currently at 1 in every 750) contact us to arrange a collection. Do this via the “Contact Us” page on the website. No need for a long message, just explain you need to arrange a “First Order Dog Food” collection. We will start the ball rolling.
  • You will receive an Email with a collection date within the next few days.
  • The collection for a “First Order Dog Food” return is Free.
  • We will collect the “Un-Opened” large (10 or 12kg) bag. Any bag that is damaged or opened will NOT be collected. This is because it is not re-sellable once opened or damaged and let’s be honest. You wouldn’t accept it if we had delivered it to you like this in the first place and we wouldn’t expect you to. Please understand we look for sellotape, glue or any sign the bag has been opened.
  • We will also collect the FREE gifts which were only supplied to you as a welcome for purchasing a large (10 or 12kg) bag and being a member. Returning the large (10 or 12kg) bag is confirmation you are unable to become a member. You will not be a member.
  • ALL items MUST be in a state that they were received in and in a condition which allows us to re-sell the items. See our returns policy above.
  • We will inspect the items as best we can on collection and will take photographs every time without exception. Please allow time for us to photograph the items and inspect them. The photographs at your property are for honesty, clarity and your protection.
  • If they are to be left in a safe place, please let us know where they will be.
  • Collection must be at the same address as the delivery.
  • We will do a more detailed examination once back at our storage facility. ALL items simply have to be in a re-sellable state, as per our returns policy.
  • Our returns policy is very strict. All items have to be in the original unopened packaging. Free from damage, marks or anything that may make the item look second hand. Please note, when any supplier supplies anything other than perfect packaged products, we send them back.
  • Please note, all items being sent out and returned are inspected by the owners to the exact standard. The owners inspect items going out. The owners inspect items coming back from the exact same standard.
  • Any item which does not qualify for a return will be informed to you by Email and returned on our next van run in your area. This will be free and photographs will be taken to provide delivery evidence. Should this return attempt fail due to no safe place or nobody being in, there will be a second attempt. However, there will be a delivery charge of £4.99. We will provide you with a payment link via Email. Nothing will be delivered until this second attempt has been paid and is 100% non-negotiable.
  • ANY item that is or has been opened, used, damaged or simply not in the condition expected will not be returned if its noticeable at collection point. These none resellable items will be photographed and left with you.
  • Please note ALL items will have been photographed when delivered. We will cross reference this when inspecting at our storage facility.
  • If everything returned is in exactly the same state that they were delivered in, you will receive your refund via your original payment method.
  • Do not worry about any item (The FREE Gifts or any other Members Prices items) that cannot be returned with the dog food through use, loss or damage etc... These items will simply be deducted from your refund. All items will be deducted using the retail price, which is the price on this website and in your Order Confirmation Email with the horizontal line through it. They are non member prices. They are your prices as a non member. For example, should your Dog Food refund be £65 and you have purchased a treat or accessory that is for sale to members at £5.50 but the retail price (with a line through it on the product) is at £8.50. Leaving a non membership price difference of £3 which is now chargeable. We will deduct this £3 from the refund of £65. We will refund to your original payment method a total of £62. This will be in accordance with our non membership prices.
  • If the large (10 or 12kg) bag of Dog Food and all the Free Gifts and any other Treats & Accessories purchased with the order are returned in the conditions required by our Returns Policy, you will get a 100% No Quibble Refund.
  • Once again, please understand this is extremely rare and currently we are running at 1 refund request out of every 750 clients/members.
  • You will receive an Email once your refund has been processed. Please allow time for the money to be returned and understand, once we press the button “Refund” at our end all we can do is inform you. We have no control how quick or efficiently our respective banks interact with each other.
  • Once we have pressed “Refund” the matter/experience is closed and we wish you and your best friend all the best in everything you do. Thank you for trying our offer and what a shame it just didn’t work out for whatever reason. Take care.

Returning Faulty/Damaged Items

  • Faulty item exchange requests must be through our “Contact Us” page on this website. A Confirmation Email of your request will be sent within 48 working hours.
  • Faulty items will be exchanged FREE of charge.
  • To report a faulty item, we will request images/photographs.
  • We reserve the right to keep requesting quality images that provide clarity of the problem as our suppliers will do the same to us.
  • Once the images offer the clarity required and once our supplier accepts the fault, we will send you an Email confirming the exchange.
  • There will be two FREE exchange attempts.
  • If these two attempts fail, (we strongly suggest a safe place) we will Email you. We will now require a third attempt exchange charge of £4.99. A link for this payment will be sent by Email and NOTHING will happen until this is paid.