Returns Policy


Our Returns Policy is 14 days. You must have advised us of your refund request within 14 days of receipt of the goods, you then have up to 14 days for them to be received at our facility.

This Returns Policy is in accordance with the Consumer Contracts Regulations 2014 and The Consumer Rights Act 2015.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

The exclusion to this is our "Money Back" guarantee if your dog doesn't like their food. This applies to dog food only with the exception of 1kg and 2kg pack sizes which are not eligible for the "Money Back" guarantee. We reserve the right to withdraw this offer at any time and without prior notice. For the avoidance of doubt, the "Money Back" guarantee does not apply to items including, but not limited to: dog treats, dog chews, dog toys, dog accessories.

To complete your return, we require a receipt or proof of purchase from Oscar & Friends Ltd.

Please do not send your purchase back to the manufacturer.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within fourteen (14) days.


Late or missing refunds If you haven’t received your refund, first check your bank account again.

Then contact your credit/debit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@oscarandfriends.co.uk.

Exchanges

We will only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at hello@oscarandfriends.co.uk and send your item to the address provided during the returns process.

You will be responsible for paying for your own shipping costs for returning your item. Outward (from us to you) shipping costs are refundable at the basic rate.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over £100, you should consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item.