Returns & Refunds

1. If something is wrong with your order

Under the Consumer Rights Act 2015, everything we sell must be as described, of satisfactory quality and fit for purpose. If your order arrives damaged, defrosted, incorrect or with items missing, or you think something is wrong with the food, please:

• Email sales@stobartpetfoods.com as soon as you can, with your order number, what's wrong and photos if possible.
• Don't feed any food you're concerned about.
• If raw food has defrosted, keep it in the fridge or dispose of it safely. Raw food must not be refrozen once it has defrosted.

Because raw food is perishable, please contact us as soon as possible after delivery so we can sort it out quickly. Where goods are faulty or not as described, you're entitled to a refund, replacement or repair as set out in the Consumer Rights Act 2015. For perishable goods, the period for rejecting them may be shorter than 30 days, as it can't be longer than the time the goods could be expected to last. We may ask you to return faulty goods, in which case we will pay the return cost. This doesn't affect your statutory rights.

2. Changing your mind: frozen raw food

Our raw food is frozen and perishable. Under the Consumer Contracts Regulations 2013, the 14-day right to cancel does not apply to goods that are liable to deteriorate or expire rapidly. This means frozen raw food can't be returned once delivered just because you've changed your mind. Your rights if the food is faulty, damaged or not as described (section 1) still apply.

If you want to change or cancel an order before it is dispatched, email us as soon as possible and we'll do our best to help.

3. Changing your mind: dried treats

You can cancel an order for dried treats within 14 days of the day you receive them, without giving a reason, as long as they are unopened and still sealed. Once a treat bag has been opened, it can't be returned unless it's faulty, for health and hygiene reasons.

• To cancel, tell us clearly within the 14 days by emailing sales@stobartpetfoods.com. You can use the cancellation form below, but you don't have to.
• Send the unopened treats back to us within 14 days of telling us you're cancelling.
• You pay the cost of returning treats you've changed your mind about.
• We'll refund the price of the treats, and the standard delivery charge if you return the whole order, within 14 days of receiving them back (or proof you've sent them), using the payment method you used.

Return address: Stobart Premium Pet Food Ltd, Unit 2 Carr Lane, Bradford, England, BD12 0QU.

4. Subscriptions

You can pause or cancel a Subscribe & Save subscription at any time:

1. Sign in and go to My account, then My Subscriptions.
2. Choose Pause subscription to stop deliveries for now (you can resume whenever you like), or Cancel and pick Cancel at period end or Cancel immediately.

Cancelling stops future deliveries and payments. Deliveries that have already been paid for and sent are covered by sections 1 and 2. If you have any trouble, email sales@stobartpetfoods.com and we'll cancel it for you.

5. Refunds

Refunds go back to the card or payment method you paid with. We don't charge a fee for refunds. Once we've processed a refund, it can take a few working days to appear in your account, depending on your bank.

6. Wholesale and trade customers

The cancellation rights above are for consumers. If you buy from us as a business, please contact sales@stobartpetfoods.com about any problem with an order.

Cancellation form (dried treats)

Only fill in and return this form if you want to cancel an order for unopened dried treats.