Refund policy

At Natural K9 Treats, we want every customer and their pets to be happy with their purchase. If you experience any issue with your order, please contact us and we will do our best to resolve it.

1. Returns Eligibility

We accept return requests within 30 days of delivery for eligible items.

To be eligible for a return:

  • The item must be unused and in its original packaging.
  • The product must be in the same condition as received.
  • You must provide your order number and proof of purchase.

Due to the nature of pet food and treats, we cannot accept returns of opened, used, or consumed products for hygiene and safety reasons, unless the item is faulty, damaged, or incorrect.

2. How to Request a Return

To request a return, please contact us with the following details:

  • Order number
  • Customer name
  • Reason for return
  • Photos of the product (if the item is damaged, incorrect, or faulty)

Once we review your request, we will provide further instructions if your return is approved.

Please do not send any products back before receiving confirmation from our team.

3. Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The item received was damaged.
  • The wrong item was sent.
  • The product has a confirmed manufacturing fault.

We recommend using a tracked delivery service when returning items, as we cannot be responsible for items lost during return shipping.

4. Refund Process

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

If your refund is approved:

  • The refund will be issued to the original payment method used during checkout.
  • Refunds will normally be processed within 5–10 business days after approval.
  • Processing times may vary depending on your bank or payment provider.

5. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or you receive the wrong product, please contact us within 48 hours of delivery.

Please provide:

  • Your order number
  • Details of the issue
  • Clear photographs showing the damage or incorrect item

Please do not open or use damaged products before contacting us, as this may affect your eligibility for a replacement or refund.

We will review the issue and, where appropriate, provide a replacement or refund.

6. Non-Returnable Items

For health, safety, and hygiene reasons, the following items cannot be returned:

  • Opened or used pet treats
  • Products without original packaging
  • Items damaged due to improper storage or handling after delivery

Faulty, damaged, or incorrect items are excluded from this restriction and will be handled on a case-by-case basis.

7. Delivery Information

Orders are usually dispatched within 24 hours after payment confirmation.

Delivery charges:

  • Standard delivery: £2.99
  • Free delivery on orders over £50

Delivery times may vary depending on your location and courier service.

8. Contact Us

If you have any questions regarding returns, refunds, or your order, please contact us:

Natural K9 Treats
Email: hello@naturalk9treats.co.uk
Address:

17 Rochdale Walk
Birmingham, England, B10 0DF
United Kingdom

We are happy to assist and ensure your experience with Natural K9 Treats is positive.