Refund policy

Returns are accepted up to 30 days from order date. Use contact us (details can be found at: https://pupplanet.co.uk/pages/contact) to let us know you are wanting to return items.

We can accept any unwanted items excluding temperature controlled items. Fresh or Frozen items cannot be refunded or exchanged, as we are unable to resell these products due to food safety standards for our other customers. This excludes if a temperature controlled product is poor quality. Upon opening the packaging/breaking the seal for the first time, inform Pup Planet immediately within 12 hours of opening. To be covered by our return policy.

If something is not right... damaged, faulty or poor quality, then please let us know. Contact details can be found here: https://pupplanet.co.uk/pages/contact

We will try to put it right as long as it's within 30 days of your order or purchase date.

Pup Planet Ltd will refuse processing a sale, exchange or refund if we deem the Return and Refund Policy is being misused or abused. Pup Planet can refuse sale, cancel any order or refuse to refund/exchange any product purchased in store.

Pup Planet's 100% Money-Back Guarantee for dog food - We have the right to remove any offer or refused to honor the guarantee/refund at any time. To qualify for the money back guarantee the product must had been purchased direct from a Pup Planet store, Pup Planet pop-up shop or PupPlanet.co.uk within 30 days of the request and the order linked to a customer account or email address provided at checkout or instore by entering the email via the customer-facing display at the till immediately after payment. The product recipe or brand needs to have not previously been purchased by the customer/account/household before, this includes any variety of pack size/weight of the product/brand.

'Try Before You Buy' is offered only at Pup Planet's discretion, allowing an existing customer to take away and use a product that has not been tried before. If after trying product the customer feels Pup Planet was right to suggest it and add variety and/or improved well-being for them or their animal. The customer agrees to pay for the product. If customer feels product will not improve the well-being after trying, no payment is expected. This scheme can be removed/refused at anytime without reason.

Pup Planet does not guarantee to be the best value for money, price match products against other retailers and is not required to inform any customer of prices at other retailers.