Returns and Refunds
We hope that you and your dog(s) are completely satisfied with our products.
Please inspect your order upon reception and contact us immediately if any item is defective, damaged, if you received the wrong item or an item is missing, so that we can evaluate the issue and make it right.
Should you, for any reason, not be happy with your purchase, we are more than happy to offer you an exchange or refund.
Unfortunately, we cannot accept returns on sale items or gift cards.
Cancelling an order
You have the legal right to cancel an order. We offer postage within 1 – 2 business days. Once the item has been posted, we will be unable to cancel your order. Contact us immediately by email if you wish to cancel an order.
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. You must then return the order, or parts of it, back to us within 14 days of letting us know.
To be eligible for a return, your item must be:
- unused
- in the same condition that you received it
- in its original packaging, where applicable
To request a return, please email us at info@naturalnomnoms.co.uk with your order number and details of the item(s) you wish to return. If your return is accepted, we’ll send you instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted!
Please note: You will be required to arrange and pay for the return of the products to us, unless the item is faulty or sent in error (as mentioned below).
We recommend using a tracked service, as we cannot be held responsible for parcels lost in transit.
Damaged or Incorrect/Missing Items
If your order has either arrived damaged, we have sent you an incorrect item or an item is missing from your order, please email us at info@naturalnomnoms.co.uk with your order number and details of the item(s). We’ll put it right as quickly as possible.
For any damaged or incorrect items, please do return those to us and we will be happy to replace it or offer a refund, including postage costs.
For any missing items, we will endeavour to send you the correct/missing item(s) in a timely manner.
Refunds
We aim is to process your refund within 14 days of receiving the goods back. We will notify you once we’ve received and inspected your return.
To be able to process a refund for you we must receive the goods back to us in a condition in which we can re-sell them at full price, in new condition, with labels and packaging intact, unless the item is faulty or sent in error (as mentioned above). We will not be able to process a refund if you have opened sealed goods.
If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@naturalnomnoms.co.uk.
Refunds may not be offered where an item is returned more than 28 days after delivery.
You are responsible for the cost of returning the goods. We have no obligation to refund to you, your cost of re-packing and returning the goods.
Your legal rights
When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.