Refund and Returns Policy

At the Natural Dog Food Company, we are committed to providing high-quality products and excellent customer service. However, if for any reason you are not satisfied with your purchase, you may be eligible for a refund under the terms outlined below.

1. Statutory Rights

Your statutory rights are not affected by this refund policy. Under UK law, you have the right to cancel your order within 14 days of receiving your goods. This is known as the “cooling-off” period, and during this time, you are entitled to a full refund, including the cost of standard delivery.

2. Returns Policy

To be eligible for a refund, products must be returned within 30 days of the order date and must be in a resalable condition. This means that the product should be unopened, unused, and in its original packaging. We reserve the right to reject returns that do not meet these criteria.

Please note, special offers on short-dated products are excluded from this policy. These items will be clearly labelled on the website at the time of sale and cannot be returned or refunded.

3. Return Process

If you wish to return an item, please follow these steps:

  • Contact our customer service team at 0800 848 8049 to request a return. Or email [email protected]
  • We will provide you with return instructions, including our warehouse address if you wish to drop off your return in person.
  • Returns can be dropped off at our warehouse in Sleaford at a prearranged time, free of charge. Please contact us to schedule a return drop-off time.
  • Alternatively, you may return the product at your own cost via a courier or postal service of your choice.

4. Collection Service

If you prefer, we can arrange to collect the product from you. Please note, collection fees will apply. The cost of collection will vary depending on your location, and this amount will be deducted from your refund.

5. Refund Processing

Once we receive and inspect the returned product to ensure it meets our resalable condition criteria, we will process your refund. If a collection fee was charged, this will be deducted from the refund amount. Refunds will be issued to the original payment method used at the time of purchase.

Please allow up to 14 days from the date of return for your refund to be processed.

6. Exclusions

  • Products that are not in resalable condition (e.g., opened, used, damaged, or not in original packaging) are not eligible for a refund.
  • Short-dated products sold under special offers, which will be clearly marked at the time of sale, are non-refundable.
  • Return shipping costs are the responsibility of the customer unless returning the product directly to our warehouse in Sleaford.

7. Faulty or Damaged Goods

If you receive a product that is faulty, damaged, or incorrect, please contact us as soon as possible. We will arrange for a replacement or refund, and cover the cost of return shipping for faulty or damaged items. Faulty or damaged goods must be reported within 1 day of receipt.

8. Contact Information

If you have any questions or would like to request a return, please contact our customer service team at:

Natural Dog Food Company
Email: [email protected]
Phone: 0800 848 8049

Thank you for choosing Natural Dog Food Company. We appreciate your business and aim to resolve any issues as efficiently as possible.