Under the online and distance selling regulations, you may have the right to cancel your order after it has been placed. If you change your mind or make a mistake and wish to cancel your order after placing it, you can do so within 14 days of receiving your items by contacting us to notify us of the cancellation. Please provide your order reference/number, which you can find in your order confirmation email. If your order has been shipped, you will need to arrange its return. You will be responsible for paying the costs of returning the order to us, and the original shipping costs are non-refundable and will be deducted from any refunds given.

If your order is returned to us via the original courier due to any of the following reasons, an additional £5.00 return shipping fee will be deducted from any refunds given:

• Refusing to accept the order when it arrives at your address
• Cancelling an order during transit that is already on the route to you
• Providing an invalid or incomplete delivery address that resulted in a failed delivery and the item being returned
• Missing the delivery after multiple attempts and failing to re-arrange or collect your order from a pickup shop

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please note that the original and any return shipping costs are non-refundable and will be deducted from any refunds given.

In case you are dissatisfied with the quality of our products, we have a complaints procedure in place to address your concerns. You may contact our free nutrition helpline on info@burnspet.co.uk or 0800 0836695 to initiate the process. The steps involved in our complaints procedure are as follows:

1. We will request your contact details, as well as the variety of food, batch details, and any additional information related to your complaint.
2. We will ask you to return a sample of the food product to us. We will provide you with a freepost envelope to enable the return process.
3. Once we receive the sample, we will notify you and start a thorough investigation of your complaint, which may take several weeks.
4. After the investigation, we will contact you to share the results and provide any necessary explanations.
5. If needed, we will replace the food product as appropriate.