Refund policy

We want your dog to get on well with the food. If something isn't right, tell us and we will sort it out.

YOUR RIGHT TO CANCEL

If you are buying as a consumer, you have 14 days from the day you receive your order to change your mind, and a further 14 days to return the goods to us. You do not need to give a reason. Contact us at woof@bonaforte.dog to start a return and we will send you the returns address.

WHAT WE CAN AND CANNOT TAKE BACK

Unopened bags can be returned within the period above, provided the bag is intact and the seal has not been broken.

Opened bags cannot be returned. This is a food safety matter, not a technicality — once a bag has been opened we have no way of knowing how it has been stored, and we will not resell it. This is permitted under the Consumer Contracts Regulations for sealed goods that are not suitable for return for health protection or hygiene reasons.

This does not affect your legal rights if the goods are faulty, damaged, mis-described or not as ordered.

IF SOMETHING IS WRONG WITH YOUR ORDER

If a bag arrives damaged or split, if you receive the wrong item, or if there is anything wrong with the food itself, contact us within a reasonable time of receiving it and send a photograph if you can. We will replace it or refund it in full, including delivery, and we will not ask you to post it back at your own cost.

Please check your order when it arrives and keep the batch code printed on the bag — it helps us trace any problem quickly with the mill.

REFUNDS

Refunds are made to the original payment method within 14 days of us receiving the goods back, or of you providing evidence that they have been sent. Where a return is because you changed your mind, the cost of returning the goods is yours; where it is because something was wrong with the order, it is ours.

CHANGING FOOD

Dogs need time to adjust. Introduce any new food gradually over 7–10 days, mixing an increasing proportion with the old food. Loose stools in the first few days of a sudden change are usually the change itself rather than the food. If you have moved across gradually and your dog still isn't right on it, get in touch — we would rather help you find something in the range that suits than have you give up on us.

CONTACT

Email woof@bonaforte.dog. We aim to reply within two working days.