Refund & Returns Policy

How to claim

Email hello@richvellpets.com from the address you ordered with, quoting your order number and, if you would like to tell us, what did not work. We will confirm the refund by email and return the money to the original payment method.

Refunds are issued within 5 business days of approval. Depending on your bank or card issuer, the money can take a further 5–10 business days to appear on your statement.

What is covered

• The full price you paid for the product, including any subscription renewal.
• Orders where the dog simply would not take the chews.
• Orders that arrived damaged, incomplete, or did not arrive at all.

Damaged, wrong or missing orders

If something arrives damaged or incorrect, send a photo with your order number and we will replace it or refund it — your choice. Do not throw damaged goods away until we have confirmed, as we may need the photo for the courier claim.

If tracking shows delivered but nothing arrived, tell us within 14 days and we will open an investigation with the courier and make it right.

Returns

You do not need to send anything back for a guarantee refund. If a return is required in a particular case, we will email you an RMA number and the return address first. Please do not post anything back without an RMA — unlabelled parcels cannot be matched to an order and cannot be refunded.

Cancelling an order before it ships

Orders are picked quickly. If you need to change or cancel an order, email us as soon as possible and we will stop it if it has not yet been handed to the courier. If it has already shipped, the 90-day guarantee still applies.

Your statutory rights

This guarantee is offered in addition to, and does not affect, any rights you have under consumer law in your country. Customers in the EU and UK keep their statutory cancellation and conformity rights in full.

Contact