Terms of Sale

Returns policy

Unfortunately we cannot accept returns on products that have been opened. 

if your product has been damaged upon arrival, please take a photo and contact us by emailing info@penelopespetfood.co.uk within 48 hours of receiving your order to request an exchange or refund.

Once we receive your request, we will provide you with instructions on how to proceed.

Please note that return shipping costs may be the responsibility of the customer unless the return is due to a mistake on our behalf (e.g., wrong product shipped, damaged goods).

Refunds:

In the case of a refund, once we receive the returned product(s) and confirm they are in acceptable condition, we will process your refund.

Refunds will be issued in the same form of payment used during the original purchase.

Please note that refunds may take several business days to appear in your account depending on your bank or credit card company’s processing time. 

Non-Returnable Items:

For hygiene reasons and to ensure the safety and well-being of pets, certain items are non-returnable. These include, but are not limited to, opened bags of dog food or treats, opened supplements, and any other items that cannot be resold due to health and safety regulations.

Damaged or Incorrect Products:

If you receive a damaged or incorrect product, please contact us within 48 hours of receipt. We may require photo evidence of the damaged or incorrect product(s) for documentation purposes.

We will either refund your purchase or send you a replacement, depending on your preference and product availability. 

Customer Service:

If you have any questions or concerns regarding our returns policy or need assistance with a return or exchange, please don’t hesitate to contact our customer service team via info@penelopespetfood.co.uk. We are here to provide support and ensure your satisfaction.

Delivery and tracking

At Penelope’s, we believe in providing a hassle-free and efficient delivery experience for our customers.

If you order before 3pm your order should arrive with you within 3 business working days. Orders placed on Saturday or Sunday will not be processed until Monday. 

Please allow additional time for delivery during peak seasons or if unforeseen circumstances arise eg. strike action, adverse weather conditions.

Delivery Methods:

We have partnered with trusted couriers DPD to deliver your Penelope’s dog food.

Delivery Charges:

We offer free delivery on all UK mainland for orders over £50. For orders under £50 there is a £2.99 delivery charge.

For customers outside the UK mainland who wish to place an order, a separate delivery charge will be calculated upon checkout.

Order Tracking:

Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number and a link to track your package’s progress.

Delivery Delays:

While we strive to deliver your order within the estimated timeframe, please note that unforeseen circumstances such as extreme weather conditions or courier delays may cause slight delays in delivery. In such cases, we kindly ask for your patience and understanding.

At Penelope’s we value our customers and want to ensure you have a positive experience with our products.

If you have any further questions about our delivery or returns policy, please reach out to our customer service team. 

Thank you for choosing Penelope’s for your small breed nutritional needs.