Cancellation policy

1. Subscription Terms

When you purchase a subscription (e.g., "Subscribe & Save" for Raw Dog Food or Natural Treats), you acknowledge that your subscription has an initial and recurring payment feature and you accept responsibility for all recurring charges prior to cancellation.

  • Automatic Renewal: Your subscription will automatically renew at the scheduled interval (e.g., every 1, 2, or 4 weeks) and your payment method will be charged automatically.

  • Price Changes: We reserve the right to change our product pricing. In the event of a price change, we will notify you via email at least 10 days in advance.

2. How to Cancel or Modify

You can cancel or modify your subscription at any time before your next order is processed. There are no cancellation fees.

  • Customer Portal: You can pause, skip, or cancel your subscription directly through the "Manage Subscription" link in your order confirmation emails or by logging into your account on our website.

  • Email: Alternatively, you can email us at info@naturespets.co.uk with your request.

3. Cancellation Cut-Off Times

To avoid being charged for your next scheduled delivery, you must cancel or skip your order before the renewal date.

  • Raw Food (Local Delivery): Because raw food is a perishable item that requires specific allocation and preparation for delivery routes, we request that any changes or cancellations for Local Delivery orders be made at least 24 hours before your scheduled delivery slot.

  • Dispatch: If you cancel after an order has already been packed or dispatched, we may not be able to stop the delivery. In this case, our standard Refund & Returns Policy applies (i.e., perishable raw food cannot be returned once dispatched).

4. Failed Payments

If your payment method fails (e.g., expired card or insufficient funds), your subscription order will not be processed.

  • We will attempt to retry the payment 3 times.

  • If payment continues to fail, your subscription may be automatically paused or cancelled until payment details are updated.

5. Pre-Orders (If Applicable)

If you purchase an item on "Pre-Order" (e.g., a new season gundog coat or out-of-stock item):

  • Immediate Charge: You may be charged at the time of placing the order to secure your item.

  • Cancellation: You may cancel your pre-order for a full refund at any time before the item has been shipped.

  • Delays: If the estimated shipping date changes significantly, we will notify you via email and offer you the option to cancel for a full refund.