We carefully prepare and pack orders from our independent dog treat shop in Normanton. This policy explains cancellations, change-of-mind returns and what happens when something is wrong with an order.

Cancel before dispatch | Change of mind | Food and hygiene restrictions | Damaged or incorrect orders | Refunds | Contact us

Cancelling Before Dispatch

Contact Fido’s as quickly as possible if you need to cancel or change an order.

If the order hasn’t already been packed or dispatched, we’ll normally cancel it and return the payment using the original payment method.

Once an order has entered the postal system, it may no longer be possible to stop or change it.

Changing Your Mind About an Online Order

For products that aren’t legally exempt, online Your Mind About an Online Order

For products customers normally have the right to tell us that they wish to cancel within 14 days after receiving the order.

After notifying us, the customer normally has a further 14 days to return the goods.

Please contact Fido’s before returning anything. Don’t post edible products back without receiving return instructions from us first.

Where a change-of-mind return is accepted:

• the product must be kept in suitable conditions;
• packaging and seals should remain intact;
• the customer is normally responsible for the return postage cost;
• the customer is responsible for packaging the return securely;
• proof of postage should be retained.

Food, Perishable and Hygiene-Sensitive Products

Some products are excluded from ordinary change-of-mind cancellation rights. These may include:

• goods that are liable to deteriorate or expire rapidly;
• sealed goods that aren’t suitable for return for health or hygiene reasons once the seal has been broken;
• products specifically made to a customer’s instructions or clearly personalised.

Whether an exception applies depends on the particular product and its condition. Contact Fido’s before opening or returning a product when you wish to cancel.

A standard hand-packed box or hamper isn’t automatically a personalised product merely because we prepared it for an order. The personalised-products exception applies only where it was genuinely made to the customer’s individual instructions or clearly personalised.

Purchases Made in Our Shop

There is normally no automatic right to return an in-store purchase simply because the customer has changed their mind.

Because dog treats are food products, we don’t normally accept change-of-mind returns of treats bought in-store once they have left our control.

This does not affect the customer’s rights where an item is faulty, unsafe, not as described or otherwise fails to meet legal requirements.

Damaged, Incorrect, Faulty or Misdescribed Orders

Contact us promptly if:

• the parcel or product arrives damaged;
• an item is missing;
• you receive the wrong product;
• the product is faulty or appears contaminated;
• the item is materially different from its description;
• the packaging seal is unexpectedly broken;
• the product appears unsuitable to feed because of its condition.

Please tell us within five days where reasonably possible. Early notice helps us investigate the parcel, packaging and postal handling, but this request does not reduce or replace your statutory rights.

Do not feed a product that appears damaged, mouldy, contaminated or otherwise unsafe.

Information we may need

Please provide:

• your order number;
• the name and email address used for the order;
• a clear description of the problem;
• photographs of the product and packaging;
• a photograph of the parcel label;
• the batch number and best-before date where available.

Please keep the product and all packaging until we confirm whether they are needed for the investigation.

Natural Product Variation

Natural animal-part treats can vary in size, shape, thickness, colour and weight. Reasonable natural variation isn’t necessarily a fault.

However, this does not allow a product to be materially different from its description, unsafe, faulty or of unsatisfactory quality. Contact us if the product received differs significantly from what was ordered or described.

How We Resolve Problems

After reviewing the information, we’ll explain the available solution. Depending on the circumstances and the customer’s legal rights, this may include:

• a replacement product;
• sending a missing item;
• a full or partial refund;
• another appropriate resolution agreed with the customer.

Where goods are faulty, damaged, incorrect or not as described, Fido’s will cover reasonable return costs where a return is required.

Refunds

Approved refunds are made to the original payment method unless another lawful arrangement is agreed.

Change-of-mind cancellations

Where cancellation rights apply, we’ll normally process the refund within 14 days after:

• receiving the returned goods; or
• receiving evidence that the goods have been sent back, if that is earlier.

Where the customer paid for standard delivery, the standard outbound delivery cost will also be refunded when legally required. Any extra amount paid for a premium or upgraded delivery service doesn’t have to be refunded beyond the cost of standard delivery.

Faulty or incorrect orders

Where we agree that a refund is due because goods were faulty, damaged, incorrect or not as described, we’ll process it promptly and normally within 14 days.

Bank and payment-provider processing times can affect how long it takes for the refunded amount to appear in the customer’s account after we have issued it.

Contact Fido’s

Contact us before returning an item:

Email: fidostastytreats@gmail.com
Telephone: 07806 569558

Fido’s Tasty Treats
5 High Street
Normanton
West Yorkshire
WF6 2AD

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