Refund Policy
We offer a 30 day return policy on all of our products. If you wish to return your item, please contact us within this time frame to request a return. We can only accept returns for products that have been unopened and unused. The seal of the packaging must be intact and products must be in their original packaging.
Before sending your return, please ensure you have contacted us to request a return stating your order number.
Any products that are returned without prior communication will not be refunded. Also, products that have been opened or used or are not in their original packaging will not be refunded.
To begin the process of a return, please contact us at info@vitapup.co.uk and we shall give you instructions on how and where to return your items.
You will be liable for the cost of returning the item and the refund will be processed for the order amount only. We recommend using a recorded delivery service to ensure you have a record of return. We cannot be held liable for any goods lost in transit and the goods remain your responsibility until they have reached us.
Exchanges
You may return goods for an exchange if they are returned to us in their original, unopened, unused packaging. If an exchange is the preferred option, please email us at info@vitapup.co.uk requesting an exchange along with your order number and details of the product you would like in exchange.
When we receive your return, it will be subject to our refund policy terms and any items received not in their original packaging or used will be refused exchange. Goods can be returned to you at your own cost.
Items received damaged
We ask all customers to inspect their order upon receipt of delivery. If your goods have been damaged in transit, please contact us immediately stating the issue and we will ensure to rectify the issue. Please contact us at info@vitapup.co.uk with your order details and any images you have of the defect. Any emails received regarding a defective delivery after 48 hours of delivery will not be actioned.
Refunds
Once we have received your return, you will receive an email notification to confirm if we have accepted your return. If the refund is approved, we will issue the refund within 7 days of receiving your item(s). The refund will be processed back to your original payment method and usually takes around 3-5 days for your bank to process it. If you do not receive communication from us within 7 days of your return being delivered back to us, please get in touch at info@vitapup.co.uk so we can look into it for you. Please include your order number and return tracking details.
Money Back Guarantee
We offer a 30 Day Money Back Guarantee on all of our products. If you have tried the product with your dog and you are not satisfied with the results, we will refund your purchase. Please note that we cannot issue refunds for orders older than 30 days or if you have not been feeding the suggested daily amount. For most dogs, 1 tub should allow you to determine the effectiveness of the treats. Due to this, we are only able to offer a money back guarantee for 1 tub of treats per household. If you have ordered more than one tub of treats, you will be able to return the unopened, unused treats back to us for a full refund.
VitaPup: SL UK Trading Ltd 71-75 Shelton Street, London, WC2H 9JQ. Company No. 14978279
