Refund Policy and Procedures
In the unlikely event that the products you receive from us are not in a saleable condition, or if your dog is not satisfied with the food, we will offer you a full refund. See below for details.
Products Not in Saleable Condition. (Note: This applies to all products sold on our website).
Eligibility: If the received products are unsatisfactory or not in a saleable condition, a full refund may be provided following the specified criteria set out below.
Procedure: To claim a refund for products not in a saleable condition:
Contact us within 14 days of receiving the faulty products via email at firstname.lastname@example.org, phone on 07904373382, or through our website’s contact form. Include your order number, full name, postal address used for the order and the best email for contact, and give details of the issue, providing photos if applicable.
Upon mutual agreement that the received products were not in a saleable condition upon arrival, a full refund for the concerned products will be issued.
Dog Dissatisfaction with the Food. (Note: This applies to all products on our website EXCEPT sample meals).
Eligibility: In the rare case that your dog is unsatisfied, or the food doesn’t agree with them, a full refund is available, (except for sample meals).
Procedure: To request a refund if your dog is not satisfied with the food:
Allow your dog a minimum of 7 days to adapt to the food, following our provided transition guide to ease dietary changes and minimize adverse reactions.
If after 7 days, your dog continues to display signs of disliking the food or it doesn’t agree with them, and you wish to discontinue feeding Proper Dog Food, contact us via email, phone, or through our website. Provide your order number, full name, postal address, and the best email for contact, detailing why your dog doesn’t like the food and any associated signs.