Return policy

What is the return period?

We offer a 15-day return policy, which means you have 15 days after receiving your order to request a return.

Am I eligible for a return?

First order:
If you are not satisfied with our products after your first order or after trying a new product, we will issue a refund once the items are received. Please note that your return must be approved by email in advance.

Subscription or other orders:
If you ordered too many items or forgot to cancel your subscription, you may be eligible for a return for unopened bags. Please note that your return must be approved by email in advance.

Order error:
If there was an error on our part with your order, we will exchange the items at no cost or refund the affected items at no charge. Please note that your return must be approved by email in advance.

How do I obtain approval for a return?

To initiate a return, please contact us at info@natureshugpetfood.com, stating the reason for the return, along with your email address and order number.

Instructions for completing your return will be sent to you by email.

*Returns sent without prior approval will not be accepted.

Which shipping service should I use for the return?

You are free to choose the shipping service that suits you. Return shipping costs are your responsibility.

If you are returning an item valued at more than $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot be held responsible for packages lost in transit.

When will I receive my refund?

We will notify you once we have received and inspected your return to confirm whether the refund is approved. If approved, the refund will be automatically issued to your original payment method within 10 business days. Please note that additional processing time may apply depending on your bank or credit card company.