Refund Policy

1. Overview

This Refund Policy explains how returns, refunds, and cancellations are handled for orders placed with us by approved trade customers. It should be read together with our Terms and Conditions.

2. Nature of Our Products

Many of our products, including meat treats, chews, and similar consumables, are perishable, food-based, or intended for consumption by animals. For hygiene and food-safety reasons, we are unable to accept the return of any product once its packaging or consumable seal has been opened, broken, or tampered with, unless the product is faulty.

3. Cancelling an Order

3.1 You may cancel an order free of charge within 24 hours of placing it, provided it has not yet been dispatched.

3.2 To cancel an order, email shop@supapawstrade.co.uk with your order number as soon as possible. If the order has already been dispatched, it will instead be treated as a return under this Policy.

4. Damaged, Faulty, or Incorrect Items

4.1 If you receive an item that is damaged, faulty, or incorrect, please notify us within 48 hours of delivery.

4.2 To report an issue, email shop@supapawstrade.co.uk with:

• your order number;
• a description of the issue; and
• clear photographs of the damaged, faulty, or incorrect item(s), including packaging where relevant.

4.3 Where a claim is approved, we will offer, at our discretion, either:

• a replacement of the affected item(s); or
• a refund for the affected item(s).

4.4 Claims reported after 48 hours of delivery, or submitted without supporting photographic evidence, may not be accepted, at our discretion.

5. What Cannot Be Returned

Except where an item is damaged, faulty, or incorrect, we do not accept returns or offer refunds for:

• products with a broken, opened, or tampered consumable seal or packaging;
• products that have been used, or stored or handled incorrectly, after delivery;
• orders cancelled after the 24-hour cancellation window described in Section 3, once dispatched; or
• change-of-mind returns.

6. Refund Method and Timing

6.1 Approved refunds will be issued by BACS transfer to the account originally used for payment, unless otherwise agreed with you.

6.2 We aim to process approved refunds within 5–10 working days of the refund being approved.

7. Shortages or Missing Items

If your delivery is short of items, or you believe part of your order is missing, please notify us within 48 hours of delivery so that we can investigate and arrange a replacement or refund for the missing item(s).

8. Delivery Charges

Where a refund is approved for an entire order, any delivery charge paid will also be refunded. Delivery charges are non-refundable where only part of an order is returned or refunded, or in relation to change-of-mind returns, which we do not accept under Section 5.

9. Contact Us

If you have any questions about this Refund Policy, or wish to raise an issue with an order, please contact us: