Refund and Returns Policy

1. Fresh and frozen food orders

Most Nika Pet Food meals are frozen, perishable food products. For food safety reasons, we cannot accept returns of fresh or frozen dog food simply because you have changed your mind, ordered too much, selected the wrong recipe, or your dog does not like a particular flavour.

Once frozen or perishable food has been prepared, packed, dispatched or delivered, it cannot usually be returned to us for resale. This helps protect the safety and quality of our products for all customers.

If you need to cancel an order before it has been prepared or dispatched, please contact us as soon as possible. If we are able to stop the order in time, we will confirm the cancellation and any refund due.

3. Reporting a problem with your order

For frozen and perishable goods, time matters. If there is a problem with your delivery, please contact us as soon as possible, ideally within 24 hours of delivery.

Please include:

• your order number;
• the email address used for the order;
• a short description of the issue;
• clear photos of the outer box, packaging, product labels and affected products;
• the delivery time and condition of the parcel when it arrived, where relevant.

We may ask you to keep the products and packaging while we review the issue. In some cases, we may ask you to dispose of the product rather than return it, especially where food safety is involved.

5. Non-perishable products

Some Nika products, such as printed books or guides, may be non-perishable. If you buy a non-perishable item online and change your mind, you should contact us within 14 days of receiving it.

To be eligible for a change-of-mind return, the item must usually be unused, undamaged and in its original condition. You should return it within 14 days of telling us that you wish to cancel.

Unless the item is faulty, damaged or not as described, you are responsible for the cost of returning non-perishable items to us. We recommend using a tracked service, as we cannot refund items we do not receive.

6. Refund timing

If we agree that a refund is due, we will normally refund using the original payment method.

For eligible non-perishable items returned after cancellation, we will process the refund within 14 days of receiving the item back or receiving evidence that it has been sent back, where applicable.

For damaged, incorrect or faulty frozen food orders, we will process any agreed refund once we have reviewed the issue and confirmed the appropriate resolution. Your bank, card provider or payment provider may take additional time to show the money in your account.

7. Delivery delays and missed deliveries

Our frozen meals are packed for delivery, but customers are responsible for making reasonable arrangements to receive the parcel or provide suitable delivery instructions directly with the courier.

If your order is delayed, marked as delivered but missing, or arrives in a condition that concerns you, please contact us as soon as possible. We will review the delivery information and help with the next steps.

We cannot usually refund an order where delivery failed because incorrect address details were provided, the parcel was refused, or the courier could not complete delivery due to circumstances outside our control. We will always review the facts before making a decision.

8. What cannot usually be returned

Unless there is a fault, damage, incorrect item or another legal reason, we cannot usually accept returns of:

• fresh, frozen or perishable dog food;
• products that have been opened, thawed, used or partly consumed;
• items that cannot be safely resold for food safety or hygiene reasons;
• products damaged after delivery because they were not stored correctly;
• orders affected by incorrect delivery information supplied at checkout.

This does not affect your statutory rights if goods are faulty, damaged, incorrect or not as described.