Refund policy

Refund Policy

We want you to feel confident shopping with Ottie & Oscar. Please read the information below for how returns, refunds and subscriptions work across our products.

The Daily — Free Trial and Subscription Terms

When you start your free trial of The Daily, your first pouch is sent to you free of charge.

Your subscription includes a one month minimum commitment. This means your first paid pouch at £19.99 will process on your scheduled billing date as part of the agreement you accept at checkout.

After your first paid pouch has been dispatched, you are free to skip, pause or cancel your subscription at any time directly from your customer account.

Your delivery frequency is chosen at checkout based on your dog's size and can be changed at any time from your customer account.

If your dog is fussy with the powder, is on medication, or you have any concerns at all, please contact us at support@ottieandoscar.co.uk before pausing or cancelling. We would much rather help you make it work than process a charge on a customer who is unhappy.

Nothing in these terms affects your statutory rights.

The Daily — 60 Day Money Back Guarantee

We offer a 60 day money back guarantee on your first paid order of The Daily.

If your dog has genuinely not taken to The Daily after a fair try, please contact us within 60 days of receiving your first paid order at support@ottieandoscar.co.uk and we will help troubleshoot or arrange a refund.

This guarantee applies to your first paid order of The Daily only and does not apply to subscription renewals. It does not cover cancellation requests made before the product has been given a genuine trial.

This guarantee is offered voluntarily and is in addition to your statutory rights.

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. This right applies in addition to our 60 day money back guarantee.

To exercise this right, please contact us at support@ottieandoscar.co.uk before the 14 day period expires. You may use the model cancellation form available on request, but you are not required to.

Please note that under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, sealed goods which are not suitable for return for reasons of health protection or hygiene are exempt from the right to cancel once they have been unsealed after delivery. Because The Daily is a sealed consumable product, this exemption applies to any pouch that has been opened.

Where goods are returned unopened, we may make a deduction from your refund reflecting any reduction in value caused by handling beyond what is necessary to establish the nature and characteristics of the product.

Refunds under this right will be 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 the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unused, and in its original packaging. You will also need the receipt or proof of purchase.

The hygiene exemption for opened consumable products set out above applies equally to orders shipped into the European Union.

3 in 1 Bottle and Accessories

We offer a 30 day return policy on non-consumable products such as our 3 in 1 bottle and accessories.

To be eligible for a return, items must be unused, in their original condition, and in original packaging.

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

To start a return, please contact us at support@ottieandoscar.co.uk. If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

If your item is faulty, you have statutory rights under the Consumer Rights Act 2015 which are not affected by this policy.

Exceptions and Non-Returnable Items

Certain types of items cannot be returned, including perishable goods and opened consumable products outside of our money back guarantee, custom products such as special orders or personalised items, and personal care goods.

We also do not accept returns for hazardous materials, flammable liquids, or gases.

Unfortunately, we cannot accept returns on sale items or gift cards.

Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund was approved.

If approved, you will be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or card issuer to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at support@ottieandoscar.co.uk.

Contact

Ottie & Oscar
support@ottieandoscar.co.uk