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Refund policy

We want you and your dog to love everything you order from Poochiful. If something isn't right, you have 30 days from the day you receive your order to ask for a return.

How to return an item

  1. Email us at enquiries@poochiful.co.uk within 30 days of receiving your order. Include your order number and the item(s) you'd like to return.
  2. We'll reply with the returns address and instructions.
  3. Pack the item(s) securely and send them back to us. We recommend a tracked service, as we can't be responsible for returns lost in the post.

Please don't send anything back without contacting us first, as we may not be able to match an unexpected parcel to your order.

Condition of returns
To be eligible for a return, items must be unused and unopened, in their original packaging and in the same condition you received them, with proof of purchase. We can't accept returns of anything that has been opened.

Items we can't take back
For food-safety reasons, we can't accept returns of any food-based products. That includes cheese bones, treats and chews, and supplements such as Salmon Oil and Plaque Remover. Sale items and gift cards can't be returned either.

Return postage
Return postage is always paid by you, the customer, unless the product is faulty (see below). We recommend a tracked service.

Damaged, faulty or wrong items
Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, email enquiries@poochiful.co.uk within 48 hours of delivery with your order number and a clear photo of the item and packaging. We'll arrange a replacement or a full refund. If the product is faulty, Poochiful will cover the cost of returning it. For every other return, the customer pays the return postage.

Exchanges
The quickest way to swap an item is to return it for a refund and place a new order for the item you'd like.

Refunds
Once your return reaches us, we'll inspect it and email you to confirm whether your refund has been approved. Approved refunds go back to your original payment method within 10 working days. Your bank or card provider may take a few extra days to show the money in your account. If it's been more than 15 working days since we approved your refund and you still haven't received it, please contact us.

Your legal rights
This policy doesn't affect your statutory rights under UK consumer law.

Poochiful is a trading name of Lord Enterprise, company number 14191268.
Questions about a return? Email enquiries@poochiful.co.uk.