Refund Policies


QUESTION: I would like to return/refund my package, what do I do?   

Answer: If you (unfortunately) need to return/refund your package we will solve it. Contact us at

As you’re aware, we work hard to produce the healthiest, most delicious, ethically sourced foods and treats for your pets – and we stand behind our products. If for any reason you are not satisfied with your purchase, we will happily accept returns within 20 days of your purchase. If you made your purchase through our website, to initiate a return, please email us at or call us at +351-(0) 920171865 and one of our customer care associates will provide you with the appropriate return mailing address and instructions to process the return. Once we receive the returned product at our designated warehouse, we will process your exchange or refund (Before products returned to our warehouse, Buyers can not claim Refund by cash or by card or by PAYPAL or any other mediums). Unfortunately, we are only able to refund the purchase price for the returned product. Shipping charges will not be refunded. PLUS PayPal Charges Or Bank Charges based on Transactional Amount will be deducted/adjusted *** Also if customs charged VAT/Tax etc. then this amount also shall be charged or will not be refunded. Thanks for your kind patience and understanding in this issue. 


QUESTION: I have paid the Invoice value & shipping charges and now I want to cancel my order/package, what should I do?   

Answer: In this case, please allow us 30 Days maximum to refund your money via PayPal or SEPA BANK Transfer. *** PayPal Charges, Convenience Fee Or Bank Charges based on Transactional Amount will be deducted/adjusted *** 


QUESTION: What will happen to my home delivery if I’m not at home?   

Answer: If you are not at home, our delivery agent can leave the package outside your door if you choose this when ordering. We strongly advise, Don’t forget to contact us if you don’t receive your parcel in time. If we are unable to leave the package in a safe place when you are away from home, we will contact you to reschedule the delivery for a later date.