We have a 365-day return policy, which means you have 365 days after receiving your item to request a return.
You can return a tub of treats and as long as the seal of the tub has not been broken, we will give you a full product refund, minus the shipping costs (£4).
Please e-mail us at bark@nutri-paw.com with the following details:
- Order number
- Address you are sending the products back from
& we will send back a shipping label for you to return the tub. The shipping label requires printing.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at bark@nutri-paw.com. If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at bark@nutri-paw.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Money Back Guarantee
We offer a 365-day money-back guarantee upon receipt of your order for our treats. If, after you have tried the product daily for 365 days you are not satisfied with the results, we will refund your original purchase.
Please note - we will not be able to offer a refund if you contact us outside of the 365-day window, or if you have not been giving the treats daily.
Important — 1 tub per household limit: Because our treats are a consumable product, the money-back guarantee can only be honoured for 1 opened tub per household. For most size pets, one tub is sufficient to determine whether the treats are effective for your pet. This limit exists because, as a consumable, an opened tub cannot be restocked or resold once used. If you purchased more than one tub and the treats don't work for your pet, we will happily apply the guarantee to 1 opened tub. Any additional unopened tubs can be returned and refunded separately under our standard return policy.
We do not offer refunds if:
- Your pet does not like the taste or smell; the treats can be crumbled into their regular food or hidden in other foods (meats, peanut butter, etc.) and are still medically effective.
- You have not checked the ingredients and only noticed your pet is allergic to one of the ingredients upon receipt and opening the treats. We provide a full list of ingredients on both the website and on the tub — it is your responsibility to ensure you are giving your pet what is right for them.
- You have contacted us later than 365 days from receipt of the order.
