We have a 60-day return policy, which means you have 60 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 60-day money-back guarantee upon receipt of your order for our treats. If, after you have tried the product daily for 60 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 far outside of the 60-day window, or if you have not been giving the treats daily. For most size pets one tub should be enough to determine the effectiveness of the treats for your pet. Because of this, we are only able to honour the guarantee for 1 opened tub of treats / household. If you purchased more than one tub, and the treats don't work we will be more than happy to apply the guarantee to 1 opened, any other unopened tubs can be returned and refunded separately.
We do not offer refunds if:
- Your pet does not like the taste or smell, they can be crumbled into their regular food, or hidden in other foods (meats, peanut butter etc.), they are still medically effective.
- You have not checked the ingredients and noticed your pet is allergic to one of the ingredients upon receipt and opening the treats. We give a full list of ingredients on both the website and on the tub - it is your job to make sure you are giving your pet what is right for them.
- You have contacted us later than the 60 days from receipt of the order.
