Returns Policy

Your right to change your mind (14 days)

Under the Consumer Contracts Regulations 2013, you have 14 days from the day you receive your order to change your mind and return an unopened pouch for a full refund. The pouch must be unused and still sealed.

The refund includes the standard delivery cost you paid on the original order. (During our launch period, UK delivery is free, so there is nothing to refund there.) You cover the cost of return postage on a change-of-mind return.

Opened pouches

Our supplements are food products supplied in a sealed pouch, so the right to change your mind does not apply once the seal is broken. This is for health and hygiene reasons, and it is a standard exemption under the Consumer Contracts Regulations. It does not affect your rights if something is wrong with the product — see below.

If something's wrong

Under the Consumer Rights Act 2015, you have a 30-day right to a full refund if your order is faulty, not as described, or not fit for purpose. This applies whether or not the pouch has been opened — there is no sealed-only caveat for genuine issues, and we cover the return postage.

If your order arrives damaged, email us a photo within a few days of delivery and we will arrange a replacement or refund straight away. You will not need to return a damaged pouch first.

How to return something

Email hello@frankieandpaws.com with your order number and a quick note on the reason. We will reply with the returns address and simple instructions. Please wait to hear from us before sending anything back, so it reaches the right place.

Your refund

Once we have received the returned pouch — or, for a damaged order, your photo — we will process your refund within 14 days, to your original payment method. We will email you when it is done.

Questions

For anything returns-related, email hello@frankieandpaws.com. We would always rather hear from you and put it right.

Frankie & Paws · Unit 6, Turner Street, Dudley, DY1 1TX