Refund policy

Refund Policy

We want you to feel confident shopping with Ottie & Oscar. Here's how returns, refunds and subscriptions work.

The Daily: Subscription Terms

Your first pouch of The Daily is free. You pay £3.95 delivery (postage and packing), which is not refundable once your pouch has been dispatched. If you continue, each pouch after that is £24.99 with free tracked delivery, sent every 20, 30 or 60 days depending on the frequency you choose for your dog's size. We email you before every order. You can skip, pause or cancel at any time from your customer account, with no minimum commitment. To avoid being charged for your next pouch, cancel before its scheduled order date.

The free first pouch is available once per household, to UK addresses only, for new subscribers.

You can change your delivery frequency at any time from your customer account.

If your dog is fussy with the powder, is on medication, or you have any concerns, please contact us at support@ottieandoscar.co.uk. We'd much rather help you make it work.

Your Right to Cancel (United Kingdom)

If you are a UK consumer, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To do this, contact us at support@ottieandoscar.co.uk before the 14 days are up.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, sealed goods that aren't suitable for return for health protection or hygiene reasons can't be returned once unsealed. As The Daily is a sealed consumable, this applies to any pouch that has been opened.

Refunds under this right are issued within 14 days of us receiving the goods back, or of you providing evidence of return, whichever is earlier.

European Union 14 Day Cooling Off Period

If your order is shipped into the European Union, you have the right to cancel or return it within 14 days, for any reason. Items must be unused, in their original packaging, with proof of purchase. The hygiene exemption for opened consumables above also applies. The free first pouch offer is not available outside the UK.

3 in 1 Bottle and Accessories

We offer a 30 day return policy on non-consumable products such as the 3 in 1 Bottle, Buddy Bag and Adventure Bowl. Items must be unused, in their original condition and packaging. Customers pay return shipping unless the item is faulty or incorrect. To start a return, contact support@ottieandoscar.co.uk. Items sent back without a return request first can't be accepted.

Damages and Issues

Please check your order when it arrives and contact us straight away if anything is damaged, faulty or incorrect so we can put it right. Your statutory rights under the Consumer Rights Act 2015 are not affected.

Non Returnable Items

Opened consumable products, perishable goods, personalised items, sale items and gift cards can't be returned.

Refunds

We'll let you know once your return has been received and inspected, and whether the refund is approved. Approved refunds go back to your original payment method within 10 business days. If 15 business days have passed and you haven't received it, contact support@ottieandoscar.co.uk.

If your dog is on any medication, please check with your vet before starting The Daily. Nothing in these terms affects your statutory rights.

Subscriptions Started Before 15 October 2026

Customers who started before 15 October 2026 may have signed up under different introductory terms, including a free first pouch, a £12.99 or £8.99 first order, or a £19.99 ongoing price. Those terms remain in effect as agreed at checkout. If you have any questions about your subscription, contact support@ottieandoscar.co.uk.

Contact

Ottie & Oscar · support@ottieandoscar.co.uk · ottieandoscar.co.uk