Refund policy

We want you to feel confident ordering from Pookie’s Pal. This policy explains how cancellations, returns, refunds and problems with an order are handled.

Contact us before returning anything

Please email us at pookiespaluk@gmail.com before sending any product back. We will confirm whether the product is eligible for return and provide the appropriate instructions.

Please do not send an item to our return address without contacting us first.

Change-of-mind cancellations and returns

You may cancel an eligible online order and request a change-of-mind return by contacting us within 14 calendar days after receiving your order.

To qualify, the product must be unused, unopened and in its original sealed packaging. After telling us that you wish to cancel, you must send the eligible product back within 14 calendar days.

Returns should be sent, following our instructions, to:

Pookie’s Pal
Flat 4, 57 Elmsdale Road
London E17 6PN

You are responsible for the return postage for a change-of-mind return. We recommend obtaining proof of postage and keeping it until your refund has been completed.

We do not charge a restocking fee.

Opened pet-treat products

Our freeze-dried complementary pet treats are supplied in sealed packaging and have an approximate shelf life of 16 months.

Where legally permitted for health, hygiene and product-safety reasons, an opened pet-food product cannot be returned merely because you have changed your mind. This does not affect your rights if the product is faulty, damaged, unsafe, expired, incorrectly described or otherwise does not conform to the contract.

Original delivery charges

If you cancel and return your entire eligible order, we will refund the basic standard outbound delivery charge where required by UK consumer law.

If you selected a premium delivery service, any amount above the cost of our basic standard delivery service will not be refunded.

Original delivery charges are not normally refunded when only part of an order is returned, unless the law requires otherwise.

Exchanges and replacements

We do not offer voluntary exchanges. If you would like a different product, you may return an eligible product for a refund and place a new order.

A replacement of the same product provided because an item is faulty, damaged, incorrect or otherwise does not conform to the contract is a legal remedy. It is not treated as a voluntary exchange.

Damaged, faulty, unsafe or incorrect orders

Please get in touch promptly if there is a problem with your delivery. This includes situations where:

your parcel has not arrived;
the product or its packaging reaches you damaged;
a product appears to be defective or unsafe;
one or more products are missing from the parcel;
the product is materially different from its description;
we have sent a different product from the one ordered; or
the parcel arrives so late that this creates a qualifying problem with the order.

For damage, defects, description issues, incorrect products or late arrival, we may ask for reasonable supporting evidence, such as clear photographs of the product, packaging and shipping label, or relevant delivery information. We will only request evidence where it is reasonably available and useful for reviewing the issue.

Please contact us as soon as possible if your order arrives damaged or defective, is unsafe or expired, is incorrectly described, is incomplete, or contains the wrong product.

Please provide your name, order number and an explanation of the problem. Where reasonably possible, please also include clear photographs of the product, its packaging and the shipping label.

Do not return damaged, defective or unsafe pet food until we have provided instructions.

For a qualifying problem, we will provide an appropriate refund or a replacement of the same product. Pookie’s Pal will pay reasonable return costs where a product is faulty, damaged, incorrect or otherwise does not conform to the contract.

There is no arbitrary deadline under this policy that removes your statutory rights relating to faulty or non-conforming goods.

Refunds

Approved refunds will be issued to the original payment method within five working days after approval or receipt of the returned goods, as applicable, and always within the period required by UK law.

For a change-of-mind cancellation, we may withhold the refund until we have received the returned goods or evidence that they have been sent back, where legally permitted.

Your bank, card issuer or payment provider may require additional time to process the refund and show it in your account.

Your statutory rights

This policy does not replace, exclude or limit your statutory consumer rights. Your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not affected.