Delivery charge shown in your cart before you order

Pay with JazzCash or bank transfer · How to order

Questions? WhatsApp us

Refund & Returns Policy

Last updated: 13 October 2026

We want every order to reach you in perfect condition. If something is wrong with your order, this page explains what we can return or refund and how to request it.

What can be returned

Because we sell food, treats, litter and pet medicines, we accept returns only when there is a problem with the item itself:

  • The item arrived damaged or leaking.
  • The item is expired or past its best-before date on arrival.
  • You received the wrong item, size or quantity.
  • An item is missing from your order.

We cannot accept returns of items that have been opened or used, or simply because you changed your mind, unless the item was damaged, expired or wrong when it arrived.

Time limit: 3 days

Please tell us within 3 days of delivery. Requests made after 3 days cannot be accepted.

How to request a return

  • Message us on WhatsApp (0334 9396301) or email [email protected] with your order number.
  • Send clear photos or a short video of the item, its packaging and the label (expiry date, if relevant).
  • Keep the item and its original packaging until we have reviewed your request.

We will review your request and reply on WhatsApp or email. If we need the item back, we will tell you how to return it.

Replacement or refund

Once your request is approved, we will send a replacement if the item is in stock, or a refund if you prefer or if the item is unavailable.

Refunds are sent back by the same method you used to pay: JazzCash or bank transfer, to the account the payment came from. We will confirm the amount and let you know when it has been sent.

Delivery charges for returns

  • If the problem is our mistake (damaged, expired, wrong or missing item), we cover the cost of returning the item and of sending a replacement.
  • If the whole order is refunded because of our mistake, the delivery charge you paid is refunded too.
  • In any other case agreed with us, the delivery cost of returning an item is paid by the customer.

Cancelling an order

You can cancel an order before it has been dispatched by messaging us on WhatsApp with your order number. If you have already paid, we refund the full amount by the same payment method. Once an order has been dispatched it cannot be cancelled, but the return rules above still apply.

Contact us