Returns and Refunds

Damaged or wrong items are replaced or refunded with photo proof within 48 hours. Food safety comes first.

48 Hour Photo Proof Policy

If your order arrives damaged, wrong or past its printed expiry date, send us a photo on WhatsApp within 48 hours of delivery. We will replace the item in your next dispatch or adjust the amount on your next order, your choice. No forms, no arguments, no return shipping needed for damaged goods.

Food and Pet Food Safety Rules

Because of food safety, opened food and opened pet food cannot be resold, so taste preference, including a cat refusing a new flavour, does not qualify for a return. We state this plainly so expectations are clear, and we recommend starting with a small pack when trying something new with your pet. Items that arrive sealed but are not what you ordered are replaced regardless.

Unopened Returns

Unopened items in their original sealed packing can be returned within 7 days of delivery for a refund or exchange. Contact us on WhatsApp first to confirm, and return shipping is arranged at the buyer's cost. Refunds for unopened returns are processed within 5 working days of us receiving the item.

How to Report a Problem

Message us on WhatsApp at 0337 3698048 with your order name, a photo of the issue, and whether you prefer a replacement or refund. Most cases are resolved the same day.