Returns policy

Our treats are food, so we cannot take back items that have been opened or eaten. If something is wrong with your order, we will put it right.

If something is wrong

• Damaged, spoiled or the wrong item: contact us within 7 days of pickup or delivery, with your order number and a photo. We will replace the item or refund it, your choice.
• Missing item: contact us within 7 days and we will send it or refund it.

Items we cannot return

• Opened or partly eaten treats.
• Custom orders, once we have started making them.
• Items kept in poor conditions after pickup or delivery (for example, left in heat).

Cancelling

• An order: you can cancel an order until we start preparing it. Contact us as soon as you can.
• A custom order: you can cancel before we accept it. A deposit already paid may not be refundable once work has started; the amount is shown when you order.
• A booking: you can cancel within the time shown when you book.
• A monthly box: pause or cancel at any time in My Account, under Treat boxes. A box already charged is still sent.

Refunds

Refunds go back to the card you paid with. Your bank may take 5 to 10 business days to show them.

Contact

To report a problem or ask about a refund: contact Great Dog Academy.