Refund policy

Returns 

Missed Deliveries & Returned Parcels 

Please ensure your delivery address and contact details are entered correctly when placing your order. 

If DPD attempts delivery and a parcel is subsequently returned to us because: 

  • The delivery address was incorrect 

  • The parcel was not collected 

  • Delivery attempts were unsuccessful 

  • The parcel was refused 

we are unfortunately unable to resend the parcel free of charge. 

If you would like the order resent: 

  • Additional delivery charges will apply 

  • Delivery charges must be paid before the parcel can be resent 

  • This applies even where the original order qualified for free delivery 

If you're unlikely to be home during the day, you may wish to consider using an alternative delivery address, such as your workplace. 

To receive delivery notifications by text message, please ensure you provide a valid mobile phone number at checkout. 

Returns 

We want you and your dog to love every Norsh order. If something isn't right, we're here to help. 

Changed Your Mind? 

Under UK consumer law, you have the right to cancel your order within 14 days of receiving your goods. 

To be eligible for a return: 

✅ Products must be unopened and unused 

✅ Products must remain in their original packaging 

✅ Products must be suitable for resale 

❌ Opened pet food cannot be returned for hygiene and food safety reasons unless it is faulty, damaged or incorrectly supplied 

To arrange a return, please contact: customercare@naturopetfoods.com 

For full details on your cancellation rights, please see our Terms & Conditions. 

Return Costs 

If you are returning an order because you have changed your mind, you are responsible for the return postage costs. 

You have two options: 

Option 1: Arrange Your Own Return 

You may return your order using a courier or postal service of your choice. 

We recommend obtaining proof of postage as returned items remain your responsibility until they reach us safely. 

Option 2: DPD Collection Arranged By Us 

If you'd prefer, we can arrange a collection through DPD. 

A collection fee of £17.13 will apply and will be deducted from your refund. 

Returns Made Easy 

Step 1: Repack Your Items Securely 

Please ensure products are unopened, sealed and packed securely for return. 

For hygiene and food safety reasons, we cannot accept opened pet food products unless they are faulty. 

Step 2: Include Your Order Details 

Please include: 

  • Your order number 

  • Your name 

  • Your email address 

  • A contact telephone number 

Your order number can be found in your order confirmation email. 

Step 3: Send Your Return 

Return items to: 

Norsh Pet Food 
Naturo Pet Products Ltd 
40 Corrigan Hill Road 
Dungannon 
BT71 6SL 
United Kingdom 

Faulty, Damaged or Incorrect Items 

We're sorry if something isn't right with your order. 

If you receive a product that is: 

  • Damaged 

  • Faulty 

  • Defective 

  • Incorrectly supplied 

please contact us as soon as possible at: hello@norshpetfood.com 

To help us resolve the issue quickly, please include: 

  • Your order number 

  • A description of the issue 

  • Photographs of the product and packaging where possible 

  • The product batch code and best-before date 

Depending on the circumstances, we may offer a replacement, refund or another appropriate solution in line with your statutory rights. 

For full details, please refer to our Terms & Conditions. 

Refunds 

Once your returned goods have been received and inspected, we'll process your refund using your original payment method. 

Refunds are typically processed within 7-10 working days, although your payment provider may take additional time to complete the transaction. 

Where a DPD collection has been arranged by us, the £17.13 collection fee will be deducted from the refund amount. 

Frequently Asked Questions 

Where is my order? 

Once your order has been dispatched, you'll receive confirmation and tracking details from DPD. If you haven't received these details or need additional assistance, please contact our customer care team. 

How can I return an item from my order? 

Simply email customercare@naturopetfoods.com with your order number and we'll guide you through the returns process. 

When will I receive my refund? 

Refunds are usually processed within 7-10 working days after we receive and inspect your returned items. Your bank or payment provider may take additional time to complete the refund. 

What are your delivery times? 

Orders are typically dispatched within 2-3 working days and delivered within 3-4 business days from dispatch, excluding public and bank holidays. 

What countries do you deliver to? 

We currently deliver throughout the United Kingdom, including England, Scotland, Wales, Northern Ireland and UK remote regions. 

Need More Help? 

If you can't find the answer you're looking for, please contact us at hello@norshpetfood.com and our team will be happy to help.*