Refund & Returns Policy

Last Updated: July 2026

At Pocket Wolf, we carefully inspect every order before it leaves our premises to ensure it is packed securely and arrives in excellent condition. This Refund & Returns Policy explains when a replacement, refund, or return may be available.

Returns of Food, Treats & Consumable Products

Due to food safety and hygiene regulations, we cannot accept returns of pet food, treats, supplements, or other consumable products that have been opened, used, or partially consumed unless they are faulty, damaged before delivery, or where required by applicable UK consumer law.

We are unable to accept returns or provide refunds simply because a pet does not like the taste, texture, smell, or appearance of a product, or because it does not meet individual preferences.

As every animal is different, we cannot guarantee that every product will be suitable for every individual pet. Customers are responsible for reviewing product descriptions, ingredients, feeding guidelines, and suitability before purchasing.

Damaged, Incorrect or Faulty Products

If your order arrives damaged, faulty, incomplete, or you receive the wrong product, please contact us within 14 days of delivery.

To help us resolve the issue quickly, please include:

Your order number
A description of the problem
Clear photographs of the product and its packaging

Depending on the circumstances, we may offer:

A replacement product
A partial refund
A full refund

Where appropriate, we may ask you to return the product before processing a replacement or refund.

Returning Products

If a return is authorised, we will provide detailed return instructions.

Returned products must be:

Unopened
Unused
In their original packaging
In a resaleable condition

If you receive an incorrect product, it must also remain unopened and unused to qualify for a return or exchange.

These requirements do not apply where the product is faulty or has been damaged before delivery.

Returns sent without our prior authorisation may not be accepted.

Return Shipping Costs

Unless the return is due to our error or because the product is faulty or damaged before delivery, customers are responsible for the cost of returning authorised items.

We recommend using a tracked delivery service, as we cannot accept responsibility for items lost or damaged during return transit.

Refunds

Once any authorised return has been received and inspected, we will notify you of the outcome.

If a refund is approved, it will be processed to your original payment method within 5–10 business days. Processing times may vary depending on your payment provider.

Order Cancellations

Orders may be cancelled before they have been dispatched.

Once an order has been dispatched, it cannot be cancelled. Any return after dispatch will be handled in accordance with this policy and applicable UK consumer law.

Delivery Information

Customers are responsible for ensuring that the delivery address provided at checkout is accurate and complete.

Pocket Wolf cannot be held responsible for delays, failed deliveries, or additional costs resulting from incorrect or incomplete delivery information supplied by the customer.

Your Consumer Rights

Nothing in this Refund & Returns Policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK consumer protection legislation.