Let’s make it right.

RETURNS: voluntary change-of-mind policy for food goods

PROPOSED VOLUNTARY POLICY: REQUEST A RETURN OF UNOPENED, SEALED GOODS WITHIN 30 DAYS OF DELIVERY. OPENED OR PARTLY CONSUMED TREATS ARE NOT ELIGIBLE FOR A CHANGE-OF-MIND RETURN. THESE LIMITS DO NOT REMOVE RIGHTS CONCERNING DEFECTIVE, UNSAFE, MISDESCRIBED, INCORRECT OR UNDELIVERED GOODS.

To request a voluntary return, contact [SUPPORT EMAIL] with your order number, the affected goods and the reason. For this example, the goods must remain unopened, with original seals and identifying labels intact, and must have been stored in accordance with the label. Send the request within 30 calendar days after delivery. This is a proposed commercial policy, not a statement that a 30-day change-of-mind right applies to every U.S. online purchase.

Obtain return instructions before mailing food. If we require a physical return, send it to the address we provide within 14 calendar days after authorization and retain tracking. Do not send it to a business, manufacturer or fulfillment address printed elsewhere unless that is the authorized return address. We may instead instruct safe disposal when return shipping is unnecessary or inappropriate.

For a non-defective change-of-mind return, the customer pays the disclosed return postage. We refund the price actually paid for eligible returned items and any refundable tax. Original, separately charged outbound shipping is not refunded unless required by law or otherwise agreed. We impose no restocking fee and do not retroactively add an outbound shipping fee to an order that originally qualified for free shipping.

Opened, partly consumed, improperly stored or buyer-damaged goods are excluded only from this voluntary change-of-mind policy. A dog’s preference alone is not a product defect, and this template does not advertise an unconditional taste guarantee. However, opening the package to discover a defect does not eliminate remedies for that defect. Contact us even if you are unsure which category applies.

Discounted purchases are not automatically “final sale.” Refunds reflect the amount paid after the applicable discount. A partial return of a bundle is valued using a reasonable allocation of its actual purchase price, disclosed in the return instructions. A gift recipient may contact us, but monetary refunds ordinarily go to the original payment method.

Damaged, incorrect, spoiled or unsafe goods; recalls

If goods arrive damaged, spoiled, with a compromised seal, missing from the order or different from what was purchased, contact support promptly. Reporting visible delivery damage within 48 hours helps us investigate, but that request is not a contractual forfeiture of statutory rights or a rule barring a later-discovered defect.

Provide the order number, recipe, lot or batch code, best-before information and photographs if reasonably available. We may ask for reasonable evidence, but will not make impossible evidence demands or require you to keep unsafe food in your home. Keep the packaging information if safe to do so. Do not continue feeding a product you reasonably suspect is unsafe.

For confirmed nonconforming, damaged or unsafe goods for which we are responsible, we will offer a refund or an appropriate replacement, subject to your applicable legal rights. We cover reasonable return costs when a return is necessary because of our error or a defect. We do not require store credit instead of a refund that is legally due, and an opened pouch is not automatically excluded.

If your dog becomes ill or injured, stop using the affected product, seek appropriate veterinary assistance and report the incident to us. We may request veterinary or product information with your permission for investigation. This contact process does not waive any claim or require a release before we consider an ordinary refund. You may also report a safety concern to the relevant authorities.

If a recall or safety withdrawal affects your purchase, follow the specific notice, stop using the identified product and contact us for the applicable remedy. The voluntary 30-day return window does not cut off recall remedies. We will not knowingly ship recalled goods or resume an affected subscription without addressing the safety issue.

Refund processing and preserved payment rights

A refund normally goes to the original payment method, not compulsory store credit. If that method is unavailable, we will arrange a lawful alternative without imposing a redemption fee. A replacement requires your agreement when a refund is otherwise due. A coupon used on the original order is not refunded as cash beyond the amount actually paid.

For voluntary returns, this proposed policy initiates the refund within 7 business days after we receive and assess an authorized return, or approve a refund without return. For a refund required by law, the legal trigger and deadline control even if our inspection or carrier claim is unfinished. We will meet the FTC Rule’s applicable prompt-refund requirements for unshipped merchandise.

We will confirm the refund amount and the items or charges included. Banks and payment services may take additional time to display a credit, but that posting time does not excuse us from initiating a timely refund. Tell us if a promised credit is missing so we can provide its processing reference or investigate.

Nothing in these Terms prevents a good-faith billing dispute, a legally protected chargeback or another remedy. We may request information to prevent fraud or duplicate reimbursement, but an investigation will not be used to withhold a refund beyond a mandatory deadline.