Refunds & Returns Policy

At Ballards, we want you to be delighted with your order. If something isn’t quite right, here’s how our refunds and returns process works:

Your Legal Rights

When you buy goods online, UK consumer law gives you specific rights if items are faulty, misdescribed, or not fit for purpose. In addition, you have the right to cancel most online purchases within a set timeframe and receive a refund.

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Faulty or Damaged Items

If your treats arrive damaged or faulty, please contact us at [email protected] or via our contact form within 14 days of delivery with:

• Your order number

• Photos showing the issue

We will replace the item free of charge or offer a full refund once the item is returned, as required under UK consumer law. We may also provide a pre-paid return label for faulty or damaged goods where appropriate.

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Incorrect Items

If you receive the wrong product, notify us as soon as possible. We’ll arrange to send the correct item out and cover the cost of returning the incorrect one.

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Change of Mind Returns

Because dog treats are perishable and opened food items, we generally cannot accept returns or offer refunds if you simply change your mind after purchase. This is standard for consumable products unless they are faulty or misdescribed.

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How to Return an Item

To arrange a return (for a faulty or incorrect product):

1. Email [email protected] with your order number and details.

2. Pack the product securely, ideally in the original packaging.

3. Send the item back to the return address provided by our support team.

Please keep proof of postage until your return has been fully processed.

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Refunds

Once we’ve received and inspected the returned item:

• For faulty or incorrect products, we’ll refund the full price (including original delivery cost, if applicable) to your original payment method.

• Refunds are issued within 14 days of receiving the returned item or confirmation that it has been sent back.

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Products You Can’t Return

To protect food safety and hygiene, opened or partially consumed treats cannot be returned for refund unless there is a proven fault or delivery error.

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Questions?

If you’re unsure whether you’re eligible for a refund or have any questions about returns, our team is happy to help — just email [email protected]