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Do you offer returns or refunds?Updated 8 months ago

In certain cases, and in line with our return policy yes, we can. 

Sniff out our returns policy for all the details. 

Basically, our 100% taste satisfaction guarantees that we will provide you with a refund on your first box (applicable to 8kg dry and 5.4kg raw orders) if your doggo isn't a fan after a slow, and responsible transition phase. Afterall, it can take a minute for your doggo to adjust. Best not to rush the transition, for the best possible outcome for your furry friend. 

The important details as seen below;

Meal Plan Items - Empty Bowl Guarantee

If after transitioning slowly, and per our guide, your doggo is not 100% satisfied with the taste of our products, let us know. We will discuss with you what is appropriate for you, and your pooch once you have made contact via email; [email protected].

At which point, you and your fur baby have a number of options when it comes to our dry, Kibble that Counts range.

  • 1. We send you samples of our other flavours and once your doggo has picked their favourite, we get a replacement bag en route, complimentary, at our cost. Unfortunately, opened bags can't be returned to our warehouse so we suggest you a) donate to a nearby shelter or b) gift to a friend or family member. We don't want that quality kibble going to waste. 
  • 2. Unopened bags can be returned, for a replacement or refund, where you and your doggo aren't keen to explore and taste test other flavours. We will process the refund as soon as our warehouse has received your return.  Please note this can take up to a week. Please send us an email [email protected] to request a return.

Requests for returns, exchanges and refunds will be considered no later that 14 days after your first delivery.

In some cases, where 16kg was ordered, we may need to consider a combination of the above.

For instance, replacement of 1 x opened, 8kg bag (after samples sent, and tasted!) and a return (and refund) for the 2nd unopened, 8kg bag.

Our Customer service team is only an email away and will work with you to solve, taking into consideration your personal circumstances, and ultimately, your dogs preferences.

An important note about our Raw Food

Due to the perishable nature of the food, we do not accept returns of our Raw Royalty range. Imagine the stench – oh my! Regardless of what you ordered for your pooch, a member of our customer service team would be happy to speak with you about the possibility of a refund or alternate product, simply reach out to [email protected] to discuss.

Once again, we recommend donating unused raw patties so that this awesome product doesn't go to waste.

All Other Products (including 'Treats')

We cannot offer refunds or exchanges on any edible items (outside of our Taste Satisfaction Guarantee for Meal Plan items ) that are opened due to strict health policies. This includes all treats, pharmaceuticals and dental products.

Damaged Products

If you received any products that have been damaged in transit, please contact us at [email protected]. Please have photos of the damaged items accompany the email, and include your order number and name for internal investigation. 

Where applicable, refunds are processed back to the original payment method.

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