Refund policy

Last updated: April 14th 2026

We take pride in every product we send out. If something arrives damaged, faulty, or not as described, we will always put it right. Please read this policy for full details of your rights and how to contact us.

1. Who this policy applies to

This policy applies to all purchases made through our website, saltydog-grrr.com. We sell to both individual consumers and business customers (trade/wholesale buyers).

  • Consumers – individuals buying for personal use – have full statutory rights under the Consumer Rights Act 2015.
  • Business customers – those buying for resale or trade purposes – are covered by the Sale of Goods Act 1979 and any agreed trade terms. Some sections of this policy apply differently to business buyers; this is noted where relevant.

If you are unsure which category applies to you, please contact us and we will be happy to clarify.

2. Your statutory rights

Your statutory rights are not affected by this policy. Under the Consumer Rights Act 2015, goods must be:

  • Of satisfactory quality
  • Fit for their intended purpose
  • As described on our website

If goods do not meet these standards, you have the right to:

  • A full refund if you notify us within 30 days of delivery (the "short-term right to reject")
  • A repair or replacement after 30 days, or a refund if repair or replacement is not possible

These rights apply to consumer purchases only.

3. Damaged or faulty goods

We take great care in packing your order. However, if goods arrive:

  • Visibly damaged or crushed
  • Leaking or with broken seals
  • Clearly unfit for consumption
  • Materially different from what was ordered

Please report the issue to us within 48 hours of delivery by emailing info@saltydog-grrr.com or calling +44 (0)1494 776006. We will ask you to:

  • Provide your order number
  • Describe the problem clearly
  • Attach photographs of the damaged goods and packaging where possible

Once we have assessed your report, we will offer a replacement, credit note, or full refund at our discretion, processed within 5–10 business days. We may ask you to return damaged goods at our cost or to dispose of them safely.

4. Incorrect items received

If we have sent you the wrong product, please let us know within 48 hours of delivery. We will arrange collection of the incorrect items (at our cost) and dispatch the correct order promptly, or issue a full refund.

5. Short-dated & Bargain Basement products

Products listed in our Bargain Basement section are sold at a reduced price because they are approaching or are past their best-before date. By purchasing these products you acknowledge:

  • The approximate best-before date is stated clearly on the product listing
  • Best-before dates indicate quality, not safety – the food may still be perfectly safe and enjoyable after this date
  • We cannot accept returns or offer refunds for short-dated products solely on the basis of the best-before date, as this information is provided prior to purchase

Your rights in relation to damaged, faulty, or incorrectly described Bargain Basement goods remain unchanged.

6. Missing orders & non-delivery

If your order has not arrived within the estimated delivery window, please contact us. We will investigate with our delivery partner and, if confirmed lost, will offer a re-dispatch or a full refund at your choice.

Please ensure your delivery address is correct at checkout – we are unable to accept responsibility for parcels delivered to an incorrect address provided by the customer.

7. Refund timelines

Once a refund has been approved, we will process it to your original payment method within 5–10 business days. Your bank or card provider may take additional time to process the payment. You will receive a confirmation email when the refund has been issued.

8. How to contact us

Email (preferred): info@saltydog-grrr.com

Telephone: +44 (0)1494 776006

Post: Salty Towers, PO Box 766, Chesham, HP5 3YD

Please have your order number to hand when you get in touch. We aim to respond to all queries within 2 business days.

9. Updates to this policy

We may update this policy from time to time to reflect changes in the law or our business practices. The current version is always available on our website. The policy in force at the time of your order will apply to that purchase.