delivery and return policy

Patch's Pawsh Pantry want you and your dog to be completely satisfied every time you shop with us. However if for any reason any product does not meet your expectations, please contact us directly so we can endeavour to resolve the matter expeditiously.  Please notify us by emailing woof@patchspawshpantry.co.uk

Shipping: 

As we are a small family run business we do our best to get your orders out on time, however during busy periods it may take a little longer although if this is the case you will always be notified of any delays. We aim to despatch orders within 3 to 5 working days using Royal Mail as we strive for a quality delivery experience for our customers. Postage is charged at a flat rate of £3.95. Please note working days are Monday to Friday, with exception of public holidays.

For local customers we offer a free pick up service from Bridge of Don, Aberdeen, AB22 8TQ - please note we are a home-based business so you will be contacted when your order is ready to arrange a mutually agreed time to collect it. 

Returns:

You have the right to return items for 14 days from the date of delivery. Food and personalised items cannot be returned, all other items must be returned unused and in their original packaging to be eligible for a refund. We reserve the right to deny a refund if we receive the item in any lesser condition than the one it was received in. 

If you wish to return an item, please contact us at woof@patchspawshpantry.co.uk All return postage costs are paid for by you (the customer) unless the item(s) are faulty or damaged. Responsibility of the risk of loss or damage in the postage of returned times lies with you (the customer). In cases of faulty or damaged item(s) please email us with photographs of the faults/damages.

Refunds:

Please allow up to 10 working days, from the day we receive your returned item(s), for your refund to be processed. A confirmation email will be sent once the return has been processed. 

Order Cancellation:

If you wish to cancel your order, please contact us as soon as possible at woof@patchspawshpantry.co.uk - orders that are not cancelled before dispatch will be ineligible for cancellation and must instead follow the returns procedure.