Refund policy

Nature of Our Products

Our pet meals are freshly prepared and frozen to preserve quality and safety. As our products are perishable food items, we are unable to accept returns once an order has been delivered.

We do not resell returned food products under any circumstances for hygiene and safety reasons.

Damaged or Incorrect Orders

If you receive:

A damaged package
Incorrect items
Products that have thawed completely upon arrival
Products that are spoiled or compromised

Please contact us within 24 hours of delivery.

Kindly provide:

Your order number
Clear photos of the outer packaging
Clear photos of the product condition

This allows us to assess the issue quickly and fairly.

Refund Eligibility

Refunds or replacements may be approved if:

The product was damaged during shipping
The wrong item was sent
The product arrived in an unsafe condition

If approved, we may offer:

A replacement shipment
Store credit
A partial or full refund

Refunds will be processed back to the original payment method within 14 - 21 business days.

Non-Refundable Situations

We are unable to provide refunds or replacements in the following cases:

Change of mind after purchase
Incorrect storage after delivery
Pet refusing to eat the food
Minor thawing that does not affect product safety
Failure to provide photo evidence within 24 hours

As fresh food must be kept frozen upon arrival, customers are responsible for ensuring someone is available to receive the delivery.

Order Cancellations

Orders may be cancelled within 12 hours of placement.
After this window, your order may already be in preparation and cannot be cancelled.

Subscription Orders (If Applicable)

Subscription orders can be modified or cancelled at least 48 hours before the next billing date.
Once processed, subscription orders cannot be refunded.