Returns policy

We make every effort to ensure your order is carefully dispatched to you and we always hope you’re happy with your purchase.

However, if you wish to return your item, you must contact us on freephone 0800 0988057 or email [email protected] within 14 days of receiving the item (you must contact us before returning the item so that we know to expect it). The item must be in its original condition and returned within 30 days of receipt.

If item is faulty please quote the Best Before date and Batch Number (found after the Best Before date) and return the item as quickly as possible so that our technical team can investigate and we can send out replacements to you.

Please contact us within 14 days of receiving your product if your parcel is not what you have ordered or if it is faulty in some way.

We will not be obliged to refund to you the cost of returning the products to us if, upon examination, we believe they have been tampered with, you have returned an incorrect product, or you have incorrectly ordered the wrong product or detailed the wrong postal address.

Please note: if you are returning an accessory or are returning an item you have incorrectly ordered, have detailed the wrong address or have not checked the ingredients, it must be in its original condition (unopened/unused). If we have incorrectly sent you an item, we will arrange for a courier to pick it up from you (the product must be in its original condition ie unopened/unused).

Please note that you must contact us before returning an item so that we know to expect it and you must ensure you include a copy of your order inside the box so that we can correctly administer your return. Failure to include your details within the box may result in us not being able to refund or replace your items.

You can return within 30 days of receipt, from any Post Office, to:

Pointer Pet Products (Fold Hill Foods Ltd), Lade Bank, Old Leake, Boston, Lincolnshire, PE22 9RJ

Take your parcel to any Post Office, remembering to obtain a Proof of Postage receipt (this is a free service). You must retain this until the item is credited on your statement, as this enables us to trace your order.

We will process your refund and/or send replacements within 14 days of receiving your return. Please note, no refunds or replacements will be made if upon examination we find that a product or accessory has been tampered with.

These terms are in addition to and do not affect your statutory rights.

If you experience any difficulties with returning goods, please contact us on our freephone number 0800 0988057 or email [email protected].