Refund policy

  • At Nature's Pets Ltd, we are committed to providing the highest quality nutrition and gundog equipment. We want you to be satisfied with your purchase, but due to the specific nature of our inventory (frozen/perishable vs. dry goods), different rules apply depending on the product type.

    1. Raw Dog Food (Perishable Goods)

    Important: Raw Dog Food is only available for Store Collection or Local Delivery. We do not ship raw food via national courier.

    • No Returns on Raw Food: As raw food is liable to deteriorate rapidly, it is exempt from the right to cancel. We cannot accept returns on raw food once it has been handed over or delivered, unless the item is faulty or not as described.

    • Local Delivery & Safe Places: It is your responsibility to ensure someone is home to receive the goods.

      • Liability Disclaimer: If you are not home to accept the delivery and instruct us to leave the goods in a "Safe Place" (e.g., porch, shed, neighbour), risk transfers to you once the delivery is made to that specified location. Nature's Pets Ltd accepts no liability for theft, damage, thawing, or spoilage of the goods once they have been delivered in accordance with your instructions.

    • Reporting Issues: If there is a genuine issue with the quality of the food upon receipt (e.g., damaged packaging causing exposure), please contact us within 24 hours of delivery with photos of the issue.

    2. Dry Food, Treats & Supplements

    (Cold Pressed Food, Natural Treats, and Supplements)

    • Your Right to Cancel: You have the right to cancel your order for non-perishable goods within 14 days of receiving them without giving any reason.

    • Returning the Goods: Once you have notified us of your intent to return, you have a further 14 days to send the goods back to us.

    • Condition: Items must be completely sealed, unopened, and in a resalable condition.

    • Opened Items: For health and safety reasons, we cannot accept returns on opened bags of food, treats, or supplements unless the product is proven to be faulty or not as described.

    3. Accessories & Gundog Training Supplies

    (Leads, Dummies, Bowls, etc.)

    • Timeframe: You may return these items within 30 days of delivery.

    • Condition: Items must be unused, in their original packaging, with all tags attached.

    • Hygiene: Items must be free of dog hair, mud, or odors. We reserve the right to refuse a refund (or deduct value) if the item is returned in a used or soiled condition.

    • Whistles: For hygiene reasons, whistles are exempt from return once they have been removed from their sealed packaging, unless faulty.

    4. Return Shipping Costs

    • Buyer Responsibility: If you choose to return an item due to a change of mind (e.g., wrong size ordered, item no longer wanted), you are responsible for the cost of return shipping.

    • Non-Refundable: Original shipping costs are non-refundable unless the entire order is faulty or incorrect.

    • Recommendation: We strongly recommend using a tracked service for your return. We cannot guarantee that we will receive your returned item, and we cannot refund items lost in transit.

    5. Damaged, Faulty, or Incorrect Items

    If you receive an item that is defective, damaged, or not what you ordered, your statutory rights are not affected.

    • Action: Please contact us immediately at info@naturespets.co.uk with a description and photos of the fault.

    • Resolution: In the case of our error or a faulty product, we will arrange a replacement or full refund and cover the necessary return shipping costs.

    6. How to Return an Item

    1. Email Us: Contact info@naturespets.co.uk with your Order Number and reason for return.

    2. Wait for Approval: Do not send items back until we have confirmed the return address and provided a Return Authorisation.

    3. Pack Securely: Ensure items are well-protected to prevent damage during transit.

    4. Send: Post the item back to us via your preferred courier.