Returns and Refund Policy

At Ozzie’s Natural Treats, we want you and your dog to be happy with your order. If something isn’t right, please contact us so we can help.

Email: ozzieslsa@gmail.com
Returns address: 68-70 woodlands road, lytham st annes, FY8 4BX

Cancelling or returning an online order

For eligible products purchased online, you have 14 days after receiving your order to tell us you wish to cancel. You then have a further 14 days to return the goods.

Please email us with your order number and details of the items you wish to return. You do not need to give a reason for cancelling.

Please package returns securely and retain proof of postage. You are responsible for the direct cost of returning items when you change your mind.

We may reduce your refund if handling beyond what is reasonably necessary to inspect the goods has reduced their value.

Treats, food and hygiene

The right to cancel for a change of mind does not apply to:

• Goods liable to deteriorate or expire rapidly.

• Sealed goods that are unsuitable for return for health protection or hygiene reasons, once their seal has been broken after delivery.

• Goods made to your specifications or clearly personalised.

These exceptions apply only where the product meets the relevant conditions. An item is not automatically excluded from returns simply because it is a dog treat or food product.

These exclusions do not affect your rights if goods are faulty, damaged or not as described.

Damaged, faulty or incorrect items

Please contact us as soon as possible if your order arrives damaged, contains an incorrect item, or appears faulty. Include your order number and, where possible, photographs of the product, packaging and batch or best-before details.

Do not feed any product you believe may be unsafe. Keep the product and packaging while we investigate, unless we advise otherwise.

Where goods are faulty or not as described, you will have the remedies provided by UK consumer law. These generally include a short-term right to reject within 30 days, although this period may be shorter for goods reasonably expected to perish sooner. Other rights may continue after this period.

We will cover reasonable return costs for faulty, damaged or incorrectly supplied goods. Contact us to arrange the return.

Refunds

For eligible change-of-mind returns, we will refund you within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier.

If you cancel your entire order, we will also refund the cost of our least expensive standard delivery option. Any additional charge for premium or express delivery will not be refunded.

Refunds for faulty goods will be made without undue delay and within 14 days of our agreeing that you are entitled to a refund.

Refunds will be issued to your original payment method, without a refund processing fee. Your payment provider may take additional time to display the payment.

Exchanges

For a change-of-mind exchange, please contact us first. We can arrange an eligible return, and you can place a separate order for the replacement item.

Sale items

Your statutory rights apply equally to sale-priced and full-priced items.

Missing orders

If your order has not arrived, please contact us with your order number. We will investigate with the delivery provider and arrange an appropriate resolution. You do not need to resolve the matter directly with the courier.

Your statutory rights

Nothing in this policy limits or excludes your statutory rights under UK consumer law.