Returns
Growling Tums Dog Food is committed to providing you with the best possible products at competitive prices, together with excellent customer service.
Damaged, incorrect or faulty products
Please inspect your order when it arrives.
If a product has been damaged in transit or you have received a product that you did not order, please contact Growling Tums Dog Food as soon as possible and preferably within 24 hours of delivery. Please provide details of the issue, together with photographs where appropriate.
If a product is faulty, not as described or not fit for purpose, please contact us with details of the product and its batch number. We may ask you to retain or return the product and its packaging so that we can investigate the issue.
Where a product is confirmed to be faulty, damaged or incorrectly supplied, we will offer an appropriate refund or replacement in accordance with your statutory rights. We will cover any reasonable return costs where the return is due to an error by Growling Tums Dog Food or a fault with the product.
Nothing in this policy affects your statutory rights.
Changes and cancellations before dispatch
If you have any questions regarding our products, orders or delivery terms, please contact Growling Tums Dog Food.
Once an order has been placed, we cannot guarantee that it can be changed or cancelled before dispatch. If you notice a mistake, please contact us immediately and we will make every reasonable effort to amend the order.
Our warehouse processes orders quickly, so amendments may not be possible once an order has entered the packing or dispatch process.
Orders placed before 2pm, Monday to Friday, will normally be dispatched that day. Once the order and dispatch deadline has passed, your parcel may already have been packed and made ready for collection by our courier.
Being unable to stop an order before dispatch does not affect any statutory cancellation or return rights that may apply after delivery.
Change-of-mind returns
If you change your mind about an order placed online, please notify Growling Tums Dog Food within 14 days of receiving it.
After notifying us that you wish to cancel, you must return the products within a further 14 days.
Products should be returned unopened, unused and, where possible, in their original packaging. Dog food and other sealed products that have been opened may not be eligible for a change-of-mind return where they cannot be resold for health, hygiene or product-safety reasons.
Unless the products are faulty, damaged, incorrect or not as described, you will be responsible for arranging and paying the direct cost of returning them to us.
Please package returned products securely. We recommend using a tracked delivery service, as you remain responsible for the products until they are received by us.
Refunds for change-of-mind returns
Refusing delivery does not, by itself, clearly notify Growling Tums Dog Food that you wish to cancel your order. Please contact us as soon as possible if you intend to refuse a delivery or have already refused one.
Where an order is returned to us because delivery was refused, it was not collected from the courier or collection point, or an incorrect or incomplete delivery address was supplied, a return delivery charge of £10 per box excluding VAT may be deducted from any refund due.
Where the customer has validly cancelled the order under their statutory cancellation rights, we will refund the price paid for the eligible products and the cost of our least expensive standard delivery service. The customer remains responsible for the direct cost of returning the order, including the return delivery charge above where this is the amount charged to us by the courier.
If the products are faulty, damaged, incorrect or not as described, Growling Tums Dog Food will cover the reasonable return costs and no return delivery charge will be deducted.
Refused or uncollected deliveries
Refusing delivery does not, by itself, clearly notify Growling Tums Dog Food that you wish to exercise a right to cancel.
Please contact us as soon as possible if you intend to refuse a delivery or have already refused one.
Where an order is returned to us because it was refused, not collected from the courier or collection point, or could not be delivered because an incorrect or incomplete address was supplied, we will contact you once it has been returned.
Where the customer has validly cancelled the order under their statutory cancellation rights, any refund will be handled in accordance with the change-of-mind returns section above.
Where no valid cancellation has been made, or where a parcel is returned because of an incorrect address or a failure to collect it, we may deduct the reasonable direct costs charged to us for returning or redelivering the parcel, where permitted by law.
We will not impose an arbitrary penalty or charge more than the reasonable costs incurred.
Returns procedure
Before returning an order, please contact us by email and tell us:
- your name;
- your order number;
- the product being returned;
- the reason for the return; and
- whether you are requesting a refund or replacement.
We will then provide you with the correct returns address and any relevant instructions.
Please do not send returns to an address shown on product packaging or courier documentation without first contacting us, as this may delay your refund or replacement.
