Terms of service

Terms & Conditions, Returns & Refunds Policy

These Terms & Conditions apply to all purchases made from Natural Dog Co, whether online, through Deliveroo or in-store.

By placing an order with Natural Dog Co, you agree to the terms set out below.

Product Information

We make every effort to ensure that product descriptions, photographs and information on our website are accurate. However, many of the products we sell are natural products and therefore no two items will be identical.

Natural treats and chews may vary in size, shape, colour, thickness, weight and appearance. Natural markings, cracks, splits and variations are normal characteristics of these products and do not affect their quality or suitability.

Product photographs are provided as a guide only and may not exactly represent the item received.

Unless otherwise stated, all natural treats and chews supplied by Natural Dog Co have a recommended shelf life of up to 12 months from purchase when stored correctly.

To help maintain premium quality and freshness, we keep stock levels low and replenish stock regularly through weekly supplier orders wherever possible.

Any age recommendations shown on our website, product packaging or product descriptions are intended as guidance only. Owners remain responsible for deciding whether a product is suitable for their individual animal.

Treats, chews and complementary foods should be fed as part of a balanced diet and fresh drinking water should always be available.

Supervision & Feeding Advice

Dogs and other animals should always be supervised whilst consuming treats, chews, bones, raw food or whilst using toys and accessories purchased from Natural Dog Co.

It is the owner's responsibility to ensure products are suitable for their individual animal's size, age, health, chewing strength and dietary requirements.

Natural Dog Co accepts no responsibility for injury, illness, damage or loss arising from products being used without appropriate supervision or contrary to our recommendations.

Ordering

All orders are subject to acceptance and stock availability.

We reserve the right to refuse, cancel or limit any order where necessary and provide a refund where payment has already been taken.

In the unlikely event of a pricing error, stock discrepancy or technical issue, we reserve the right to cancel the order and refund any payment received.

Product Substitutions

Whilst we work hard to maintain stock availability, occasionally an item may become unavailable after an order has been placed.

Where possible, unavailable items will be substituted with a product of the same protein and the same or higher value.

By placing an order, you agree that suitable substitutions may be made where required.

Refunds for unavailable items will only be issued where a suitable substitution is not available.

Raw Food Orders

Raw food products are available for local collection and local delivery only.

Raw food cannot be sent via Royal Mail or other national delivery services.

If a national order contains raw food products, the raw food items will be removed from the order prior to dispatch and refunded to the original payment method.

Delivery

We currently deliver within the United Kingdom only.

Orders are normally dispatched within 2 working days of cleared payment.

Tracking information will be sent by email once your order has been dispatched.

Royal Mail delivery charges are calculated based on the weight of the order.

Delivery times are estimates only and are not guaranteed.

Natural Dog Co cannot be held responsible for delays caused by Royal Mail, adverse weather conditions, industrial action, incorrect delivery information supplied by the customer or circumstances outside our reasonable control.

Royal Mail Deliveries

Once an order has been handed to Royal Mail, delivery is subject to Royal Mail's network and service standards.

Tracking information will be provided where applicable.

Customers are responsible for ensuring the delivery address provided at checkout is accurate.

Deliveroo Orders

Orders placed through Deliveroo are processed and delivered through the Deliveroo platform.

Deliveroo sets its own delivery fees, delivery times and service standards.

Natural Dog Co has no control over Deliveroo delivery times, driver availability or delivery performance once an order has left our premises.

Deliveroo may require a PIN before completing delivery or leaving an order in a safe place. Customers are responsible for providing any required PIN to the driver.

Any issues relating to Deliveroo delivery services should be raised directly through the Deliveroo platform.

Frozen Products

Frozen products leave our premises in a frozen condition.

Should frozen products partially thaw during transit, they may be safely refrozen provided they remain cool and suitable for use upon arrival.

This does not affect the quality or suitability of the product.

Lost Parcels

If a parcel is believed to be lost, we will investigate the matter with the courier before any replacement or refund is considered.

A parcel will not be considered lost until confirmed by the delivery provider.

Customers must allow reasonable time for courier investigations to be completed.

Returns & Refunds

Edible Products

Due to food safety, hygiene and quality control requirements, we do not accept returns of edible products.

This includes, but is not limited to:

  • Natural treats

  • Chews

  • Bones

  • Pick & Mix products

  • Loose treats

  • Repackaged treats

  • Raw food

  • Complementary feeds

  • Supplements

  • Training treats

  • Any other product intended for animal consumption

Once edible products leave our premises, we cannot verify how they have been handled, stored, transported, opened, contaminated, licked, chewed or otherwise affected.

For this reason, returned edible products cannot be restocked or resold.

Returns, exchanges, refunds or credit notes will not be provided for edible products due to:

  • Change of mind

  • Accidental orders

  • Pet preference

  • Refusal to eat

  • Ordering the wrong product

  • Failure to read product descriptions

  • Variations in appearance

  • Natural differences in size, shape or colour

  • Natural cracking or splitting of chews

  • Minor cosmetic damage caused during transport or handling

This policy does not affect your statutory rights where a product is genuinely faulty, incorrectly supplied or materially different from its description.

Non-Edible Products

Examples of non-edible products include toys, leads, collars, harnesses, bowls, beds, clothing and accessories.

Where cancellation rights apply under UK consumer law, customers are responsible for all return postage costs.

Original delivery charges are non-refundable except where required by law.

Returned items must:

  • Be unused

  • Be in their original packaging where applicable

  • Be free from pet hair, odours, marks and damage

  • Be suitable for resale

Items returned in a condition unsuitable for resale may be rejected or may qualify for a reduced refund where permitted by law.

Damaged, Faulty or Incorrect Orders

Customers should contact us within 48 hours of delivery if an order has been received incorrectly or is believed to be faulty.

Photographs may be requested to assist with our investigation.

Natural Dog Co reserves the right to assess all claims before offering a replacement, store credit or refund.

Where a valid claim is approved, we will normally offer a replacement item or store credit in the first instance. If neither option is suitable, a refund may be issued.

Approved refunds will always be returned to the original payment method used when placing the order.

Minor cosmetic damage, natural cracking, splitting or breakage of natural products caused during transport does not make a product faulty and does not qualify for replacement, credit or refund.

In-Store Purchases

A valid receipt is required for all refunds, exchanges and store credits.

As our till system uses the original transaction record to process refunds, we are unable to provide refunds without proof of purchase.

For eligible claims, we will normally offer a replacement item or store credit before offering a refund.

Discount Codes, Loyalty Rewards, Gift Cards & Promotions

Discount codes cannot be used in conjunction with any other offer, promotion, reward, discount or voucher unless specifically stated.

Gift cards cannot be exchanged for cash.

Discount codes cannot usually be applied retrospectively after an order has been placed.

Natural Dog Co reserves the right to amend, withdraw or refuse promotions, loyalty rewards, gift cards or discount codes where misuse, technical issues or fraudulent activity are suspected.

Additional terms may apply to individual promotions, loyalty schemes, subscription services or special offers.

Customer Accounts

Customers may create an account when shopping on our website, although guest checkout is also available.

Customers are responsible for maintaining the confidentiality of their account details and password.

We reserve the right to suspend or close accounts where fraudulent, abusive or suspicious activity is identified.

Limitation of Liability

Customers are responsible for ensuring products are suitable for their own animal before purchase.

To the fullest extent permitted by law, Natural Dog Co shall not be liable for indirect, incidental or consequential loss arising from the use of products purchased from us.

These terms do not exclude or limit any rights that cannot legally be excluded under UK law.

Privacy

Customer information will only be used for processing orders, providing customer service, administering accounts and meeting legal obligations.

Please refer to our Privacy Policy for further information regarding how your personal data is collected, stored and used.

Changes to These Terms

Natural Dog Co reserves the right to update these Terms & Conditions, Returns & Refunds Policy at any time.

The version published on our website at the time of purchase will apply to your order.

Contact Us

If you have any questions regarding these Terms & Conditions, Returns & Refunds Policy or an existing order, please contact:

Natural Dog Co

54 Victoria Street
Shirebrook
Nottinghamshire
NG20 8AQ

Email: hello@naturaldogco.com

Telephone: 01623 479259