Delivery & Returns

Despatch & Delivery Times

• Orders will be processed and dispatched to you within 2 to 3 working days (excluding public and bank holidays).
• Times and dates given for delivery are an estimate only and no liability will be accepted for any loss suffered or caused through late delivery or non-delivery.
• If our courier company has attempted delivery of your parcel and your parcel has then been returned to us, we are unfortunately unable to resend your parcel free of charge. In the case where your original order was sent Free of Charge, you will also incur delivery charges for a resend of your parcel. Postage charges must be paid in advance by the customer before a returned order can be sent.
• You may want to consider having your package delivered to your workplace if there is a chance you won’t be at the delivery address during designated delivery times. If you wish to receive delivery updates by text message please ensure you provide an up-to-date mobile number at time of ordering.

International Orders

• We currently have stockists in most countries. Please email us directly with any queries on international stockists to customercare@naturopetfoods.com.

Naturo Return and Refund Policy

How to request a return or cancellation

The quickest way to request a return or cancellation is through your account.

1. Log in to your account here

2. Open your order

3. Click “Request return” (if eligible)

If you have any issues accessing your account, please contact us at customercare@naturopetfoods.com and we’ll be happy to help.


Faulty / Damaged / Incorrect items.

At Naturo we are committed to giving you the best possible products, prices, and services. Should any product purchased from Naturopetfoods.com be found to be faulty or damaged in transit, we will be pleased to arrange to either refund or replace the product.

When claiming for damaged items, please ensure the damaged goods and packaging are kept in the condition they were in at delivery in case inspection is needed. Make sure to keep the package at the delivery address and do not return it to Naturo.

Where a damage inspection is needed, please take and keep a photograph of the time of arrival for inspection.

Damaged in transit returns should be notified to customercare@naturopetfoods.com as soon as possible up to 30 days from your delivery. Please supply us with the best before date and batch code number along with your order reference number when contacting us.

Changing your mind / Cancelling an order.

As per online and distance selling regulations you have the right to cancel your order after it has been placed. Due to operational reasons, once payment has been taken and the order has been processed, we may be unable to cancel your order.

If an order has been delivered to you that you would like to return, please notify customercare@naturopetfoods.com within 14 days of delivery with your order number.

If your item has been delivered and has been unable to be cancelled, then return postage will be the responsibility of the customer.

The original shipping costs are non-refundable and will be deducted from any refunds processed. All product returns must be returned unopened and free from damage.

All refunds will be processed within 7-10 working days which is a timeframe set by our payment provider. If you are worried you have not received your refund, please contact your bank. If after contacting your bank you are still unsure, please contact us via phone or email and we will investigate this for you.