Delivery, Returns & Refunds
DELIVERY
The delivery destinations, available delivery methods and estimated delivery times will be shown at checkout.
Standard delivery is included in the displayed price of a PupperMunch box where stated on the product page. Any additional delivery charge will be clearly shown before you complete your purchase.
We aim to prepare and dispatch orders promptly. Delivery estimates are provided as guidance and are not guaranteed. Unless a different period has been agreed, orders will be delivered without undue delay and no later than 7 days after the order is accepted.
Please ensure that your delivery address is complete and correct before placing your order. Contact us immediately at woof@puppermunch.co.uk if you notice an error. We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.
If an order is returned to us because the address supplied was incorrect, incomplete or inaccessible, we may ask you to pay the reasonable cost of redelivery. This does not apply where the delivery problem was caused by us or our delivery provider.
DELIVERY DELAYS, MISSING PARCELS OR DAMAGE
If your parcel is delayed or has not arrived within the estimated delivery period, please contact us at woof@puppermunch.co.uk with your order number. We will investigate the delivery with the relevant delivery provider.
PupperMunch remains responsible for your order until it has been delivered to you, or to a safe place or nominated person that you have authorised.
Please contact us as soon as possible if your parcel or its contents arrive damaged. Include your order number and photographs of the packaging and products where possible. Please retain the packaging and damaged products until we have advised you what to do.
SUBSCRIPTION DELIVERIES
Subscription boxes are charged and dispatched according to the recurring schedule shown on the product page and in your order confirmation.
Please update your delivery address before your next renewal payment is taken. We cannot guarantee that address changes made after payment or processing has begun will apply to that delivery.
Cancelling a subscription stops future renewal payments and deliveries. It does not automatically cancel a box that has already been paid for, processed or dispatched. Contact us immediately if you want to cancel a recently renewed order, and we will confirm whether it can still be stopped.
CHANGING YOUR MIND
You may normally cancel an eligible online order from the date it is placed until 14 days after it is delivered. Please email woof@puppermunch.co.uk clearly stating that you wish to cancel and include your order number.
After notifying us, you must return eligible products within 14 days. Products should be unused and undamaged. Where products were supplied sealed for health or hygiene protection, they must remain sealed.
We cannot accept a change-of-mind return for:
• Products that are liable to deteriorate or expire rapidly
• Sealed products that are not suitable for return for health or hygiene reasons once the seal has been broken
• Products that have been used, damaged or handled beyond what is reasonably necessary to inspect them
This does not affect your rights if a product is faulty, damaged, unsafe, incorrect or not as described.
You are responsible for return postage when cancelling because you have changed your mind. We recommend using an appropriate postal service and retaining proof of postage.
Please contact us before returning anything so that we can provide the correct return instructions and address.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
Please contact us as soon as possible if your order is faulty, damaged, unsafe, incorrect or not as described. Include your order number and photographs where possible.
Depending on the circumstances, we will arrange an appropriate replacement, refund or other remedy. PupperMunch will cover reasonable return costs where the product is faulty, damaged or incorrect.
REFUNDS
Approved refunds will be made to the original payment method.
For an eligible change-of-mind cancellation, the refund will include the amount paid for the returned products and the cost of standard delivery where it was charged separately. If you selected a more expensive delivery method, we are not required to refund the additional amount above the standard delivery cost.
Where standard delivery was included in the advertised product price, the eligible order amount will be refunded in accordance with this policy.
We will normally process a change-of-mind refund within 14 days of receiving the returned products or receiving satisfactory evidence that they have been sent back.
We may reduce a refund if returned products have been handled beyond what is reasonably necessary to inspect them, where permitted by law.
CONTACT US
For delivery queries, cancellations, returns or refunds, email:
Please include your order number and a brief explanation of the issue. Photographs may help us resolve damaged or incorrect orders more quickly.
Your statutory rights are not affected by this policy.