Subscription Order Refunds
For the protection of all our customers we don’t accept returns or resell products once they have left our warehouse. You can cancel an upcoming order up to 24 hours before it’s scheduled delivery date by email. After this point the parcel is locked for shipping and we are unable to cancel it or issue a refund.
Damages
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In the event of damaged goods, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
First-Time Customer Taste-Test Money-Back Guarantee
We understand that every pet is unique, and whilst we hope your dog(s) loves our products, we offer a taste test Money-Back Guarantee for first-time customers if they don’t enjoy the product right away.
Here’s how it works:
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The guarantee applies to one product type only and is exclusive to first-time customers.
- You have 30 days to contact us if you’d like to claim, beyond 30 days we are unable to honour the money back guarantee.
- Where a suitable alternative product might be available, we can sometimes offer this on a complimentary basis instead of a refund, should you agree.
- In order to action your full product refund we require the item(s) to be returned to our warehouse, no refund shall be given before these are received at our warehouse.
- Return shipping costs and arrangements are the customer’s responsibility and are not reimbursed as part of this offer.
- If you purchased a bundle (e.g., 3 or 6 pots from our supplement range), we will refund the full purchase price upon receipt of the remaining unopened tubs.
We are unable to offer refunds if multiple products within a product type have been opened or on the basis of a product ‘not working’ as expected. Refunds are reserved for palatability issues only and we urge you to make contact as soon as you suspect there might be a problem to avoid processing delays.
To initiate a return and receive the return address, please contact our Customer Excellence Team at woof@omni.pet.
Thank you for giving Omni Pet a try - we’re here to help every step of the way.
