Refund policy

You can return unopened tubs within 14 days of delivery for a full refund. If anything arrives damaged, faulty or wrong, we replace or refund it at our cost. Subscribe & Save can be paused, skipped or cancelled at any time.

Vital Paws Co is a trading name of QuadM Group Ltd. This policy covers orders placed on vitalpawsco.co.uk and does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Changing your mind

You can cancel any order within 14 days of the day after it is delivered, for any reason.

  1. Email hello@vitalpawsco.co.uk within those 14 days with your order number and the items you want to return. You can also use the cancellation form at the end of this policy.
  2. Send the items back within 14 days of telling us, to: Vital Paws Co Returns, 54 Thurcaston Road, Leicester.
  3. Use a tracked service and keep your proof of postage. Return postage is paid by you, unless the item is faulty or we sent the wrong thing.

Unopened tubs only. Our chews are fed to your dog, so for health and hygiene reasons we can only take back tubs that are unopened with the safety seal intact. Once a seal is broken, the right to cancel no longer applies to that tub, unless it is faulty. The same applies to grooming products such as shampoos and sprays once opened.

Subscribe & Save

You can pause, skip or cancel your subscription at any time from your account. There is no minimum number of deliveries and no cancellation fee.

  • Make the change before the next billing date shown in your account. A change made after a renewal has been charged applies from the following delivery.
  • You can also email us and we will make the change for you. Please allow 2 working days before your billing date.
  • Your first delivery has the same 14-day right to cancel as any other order.

Problems with your order

Damaged, faulty or wrong items

Email us within 30 days of delivery with your order number and a photo of the problem. We will send a replacement or give you a full refund including delivery, whichever you prefer. You pay no return postage, and often we will not need the item back.

This includes a tub that arrives with a broken or missing seal, or past its best before date. After 30 days you still have rights under the Consumer Rights Act 2015, and we will put things right in line with them.

Orders that have not arrived

Standard delivery usually takes 3 to 5 working days and Express 1 to 2 working days. If your order has not arrived within 7 working days of dispatch, or tracking shows it delivered but you cannot find it, email us. We will check with the courier and then send a replacement or refund you in full.

If the delivery address entered at checkout was wrong, let us know straight away so we can try to redirect the parcel.

Cancelling before dispatch

Email us as soon as you can. If your order has not been dispatched, we will cancel it and refund you in full. If it has already left us, you can return it as described under Changing your mind.

How refunds work

We refund you within 14 days of receiving your return, or of you sending us proof of postage if that comes first.

  • Refunds go back to the card or payment method you used. Your bank may take a further 3 to 5 working days to show it.
  • If you return a whole order, we also refund the standard delivery charge you paid. If you chose Express, we refund the standard rate of £4.99.
  • If you return part of an order, we refund the items you send back but not the delivery charge.
  • Orders with more than one tub, such as the Medium, Large and Extra Large dog sizes, can be returned in part. Each unopened tub is refunded at the price you paid for it.

What we cannot take back

  • Opened tubs, or tubs with a broken seal, unless they are faulty
  • Opened grooming products, unless they are faulty
  • Unopened items we hear about more than 14 days after delivery, unless they are faulty

We cannot refund an opened tub because your dog is not keen on it. If you are not sure which chew suits your dog, try our chew finder or email us before you order.

Amazon and TikTok Shop orders

Orders placed on Amazon or TikTok Shop are returned through that platform. Start the return from your order on the site or app you bought from.

Contact us

Email: hello@vitalpawsco.co.uk

Post: Vital Paws Co, QuadM Group Ltd, 109 Coleman Road, Leicester LE5 4LE

Vital Paws Co is a trading name of QuadM Group Ltd, registered in England and Wales.

Cancellation form

You do not have to use this form. If you want to, copy it into an email to hello@vitalpawsco.co.uk.

To: Vital Paws Co (QuadM Group Ltd), 109 Coleman Road, Leicester LE5 4LE, hello@vitalpawsco.co.uk

I give notice that I cancel my contract for the following goods:

Order number:

Ordered on:   Received on:

Your name:

Your address:

Date: