Return and Exchange

  At TruePaws Raw Foods, we are committed to ensuring the highest quality and customer satisfaction. If for any reason you are not completely happy with your purchase, our return and exchange policy is here to help.

1. Eligibility for Returns

Due to the nature of raw pet food, returns are only accepted under the following circumstances:

• Damaged or Defective Items: If your order arrives damaged or with defects, please notify us within 48 hours of receiving the package. We will gladly offer an exchange or a refund.
• Incorrect Orders: If you receive the wrong product, please reach out within 48 hours to arrange for a replacement or refund.

Non-Returnable Items:

• Opened or used products.
• Products past their expiration date.
• Perishable items unless defective or damaged upon arrival.

2. How to Initiate a Return or Exchange

To start a return or exchange:

1. Contact us at +447940736853, including your order number and a photo of the item in its current state (if applicable).
2. Our customer support team will review your request and guide you through the next steps.
3. If the return or exchange is approved, further instructions will be provided, including details on how to ship the product back if necessary.

3. Refunds

If your return is approved:

• Refunds will be processed to your original method of payment within 5-7 business days after we receive the item back (if applicable).
• Shipping costs for returns are non-refundable unless the return is due to a mistake on our part (e.g., wrong or defective item).

4. Exchanges

If you would prefer an exchange:

• Once we confirm the returned product’s condition, we will send out a replacement product within 3-5 business days.
• If the desired item is out of stock, we will offer store credit or a full refund.

5. Sale Items

Only regular-priced items may be refunded or exchanged. Unfortunately, items purchased during sales or with discounts are final and cannot be returned or exchanged unless they arrive damaged or defective.

6. Canceling an Order

If you wish to cancel your order, please contact us within 1 hour of placing it. Once an order has been processed or shipped, we cannot cancel it, and our regular return policy will apply.

7. Shipping Costs

• You are responsible for paying shipping costs for returning your item unless the return is due to our error (e.g., wrong or damaged product).
• If you are returning an item over £75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item.

8. Contact Us

If you have any questions regarding returns or exchanges, don’t hesitate to reach out to our customer service team at:

• Email: sales@truepawsrawfoods.co.uk
• Phone:+447940736853
• Address: 258-260 Katherine street, Ashton Under Lyne, United Kingdom  OL6 7BA

Thank you for choosing TruePaws Raw Foods. We value your trust and aim to provide the best quality products and service for your pets!