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 098 8057 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.

Purchases from pet shops, Amazon, other online retailers: please contact the retailer you purchased from for their individual refund policies  – Pointer Pet Foods is not able to offer a replacement or a  refund for items not purchased directly with Pointer Pet Foods. 

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 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 i.e 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, using your chosen courier, to:

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

We would recommend using a trackable service, remembering to obtain a Proof of Postage receipt. 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. We cannot refund or replace any products purchased from  other pet shops or retailers.

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

Missed or Rejected deliveries / Incorrect address / missing details

Please note, it is the responsibility of each customer to accept all deliveries and to ensure that they are either at home or leave a ‘safe place’ note on their respective delivery consignment, if not home to directly accept the parcel. This delivery message must be added via the  DPD/Royal Mail app alongside an image of the specific safe place that is requested.

It is your responsibility to ensure that your address details are correct – ensuring a full address is detailed. You will receive a copy of your order details via email. Once your order is shipped, we cannot make any amends for you. We cannot accept responsibility for any failed deliveries due to incorrect or missing address details.

If a delivery is missed and further instructions are not provided for DPD/Royal Mail via their app, Pointer Pet Foods will not be held responsible for the goods. If a parcel is thereafter returned to Pointer Pet Foods, the customer will be automatically refunded for their order, minus a £10.95 return charge (reflective of DPD return cost & additional DPD surcharges). If you wish for your order to be sent out again, once the item has been returned to site, please note a delivery charge will be applicable.

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

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