🐶Returns Policy🐶

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 Cancellation & Refund Policy

If you wish to cancel a purchase, please contact us within 24 hours of placing your order. Provided the item has not yet been dispatched, we will issue a full cancellation and refund.

If you are not completely satisfied with your purchase, please notify us within 14 days of receiving your goods. We will issue a refund once goods have been returned within 14 days, subject to the following conditions:

• The item must be unused, unopened, and in its original packaging.
• You are responsible for both outbound and return delivery costs.
• Due to the nature of our products, we cannot accept returns of any opened or used items.
• Please download, print and fill in our returns form which needs to be added within your returns parcel. Form can be located at the bottom of this page.
   

Restocking Fee: A 20% restocking fee applies to all returns.
Custom/Branded Products: A surcharge of £0.30 per bag will be applied to cover repackaging and labelling costs.

Damaged Items:
All damages must be reported within 48 hours of delivery. Please contact us by email and phone, and include photographic evidence where possible.

We dispatch orders within 48 working hours of cleared payment and always retain proof of postage.

In the event of missing items:

• We will initiate a claim with the courier and either replace or refund the missing goods.
   
• Please allow 14 days from the shipping date before requesting a refund or replacement.
   
• If a return is required, please contact us before sending the item back. Returns must be received within 14 days of the purchase date.
   

Please Note:
Refunds will not be issued for items or packaging that arrive damaged, nor will we refund any associated postage costs.

While we make every effort to ensure your order arrives in perfect condition, occasional damages during transit can occur.

• Any external damage must be noted on the delivery note at the time of receipt while the delivery driver is present.
   
• If significant damage is visible, you may refuse the delivery, but please contact us immediately beforehand.
   
• Report all damages or shortages within 48 hours of delivery by phone at 0203 797 6308 and by email.
   
• Photographic evidence of the damage is recommended to expedite resolution.
   

Our Buy-Back Scheme offers peace of mind by allowing you to return unsold stock. Here's how it works:

• Eligible products (excluding opened/used items) must be returned between 2 and 4 months from the purchase date.
   
• Items must be sealed, unopened, and in resalable condition.
   
• You must obtain pre-approval from us before returning any items.
   
• Returns must be sent via a tracked or recorded delivery service at your own expense. We cannot refund postage.
   

Inspection & Payment:
Once the returned stock has been received and inspected:

• Products must be within 6 months of their best-before/expiry date.
   
• Refunds will be issued at 75% of the original purchase price (25% handling fee applies).
   
• Payments will be made via Bank Transfer or Square. We do not send cash by post.
   

Please contact us before initiating any returns so we can provide a quote for the buy-back value.

Please contact Sales@montysnaturaltreats.co.uk or give us a call.