We can't accept returns of our food, because it's perishable and made to order for your pet. But if something is wrong with your order, we'll replace or refund the affected items. Just tell us within 48 hours of delivery.
Why we can't take food back
- Food safety: frozen and chilled food can't re-enter our supply chain once it has left our cold chain, because we can't be sure how it was kept.
- Made to order: once an order enters production, it's cooked and packed for you and can't be restocked or resold.
- The law: under the Saudi E-Commerce Law, the right of withdrawal doesn't apply to perishable goods or goods prepared to the customer's specification. Our meals, treats and broths fall within that exception.
What we can do instead
| Your situation | What to do |
|---|---|
| Damaged, spoiled, incomplete or wrong order | Tell us within 48 hours with a photo. We replace or refund. How to report it |
| You've just ordered and changed your mind | Message us before the order is processed (within 24 hours). Change or cancel an order |
| Your pet won't eat a recipe | We'll help with tips and a different recipe next time. Picky eaters |
| You have too much food | Space out or skip your next delivery. Running low or too much food |
| You don't want the next subscription box | Skip, pause or cancel before the renewal payment is taken. The renewal cut-off |
Full details are in our Terms.
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