Refund policy
🔄 Returns & Refunds Policy
Last updated: 8th October 2025
We want you to love your purchase from Nell's Natural Raw Food Ltd. If you're not completely satisfied, we're here to help.
📦 Returns
You have 30 days from the date you received your order to request a return.
To be eligible for a return:
Your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging.
You’ll also need the receipt or proof of purchase.
To start a return, please contact us at Nellsnaturalrawfood@gmail.com. If your return is accepted, we’ll send you instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.
❌ Non-Returnable Items
Certain types of items cannot be returned, such as:
Perishable goods (Raw Dog Food and Natural Treats)
Custom products (e.g., personalized or made-to-order items)
Digital downloads or gift cards
Please contact us if you have questions or concerns about your specific item.
💰 Refunds
Once we receive and inspect your return, we’ll let you know whether the refund was approved. If approved:
You’ll be automatically refunded on your original payment method.
Please remember it can take 5-10 business days for your bank or credit card company to process and post the refund.
🔁 Exchanges
The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item.
💸 Return Shipping
Return shipping costs are the responsibility of the customer unless the return is due to a defective or incorrect item.
If your return is due to our error, we’ll cover the shipping costs.
🛑 Damages & Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item—so we can make it right.
📞 Contact Us
Questions? Reach out to our support team:
Email: Nellsnaturalrawfood@gmail.com
Phone: 01924 379620