Refund policy

Thank you for shopping at KAMPA Shop. We work hard to provide safe and tasty food for your pets. If you are not entirely satisfied with your purchase, we’re here to help.

 

✅ Return Eligibility

Because we sell pet food, we must follow strict hygiene and safety standards.

You can request a return if:

  • The item is unopened, in its original packaging, and in a resaleable condition
  • You contact us within 14 days of delivery

We cannot accept returns if:

  • The product has been opened, used, or the packaging is damaged by the customer
  • The product has not been stored correctly (e.g. exposed to extreme heat, damp, etc.)
  • Your pet simply does not like the taste – we understand this can happen, but for safety reasons opened food cannot be returned

For short-dated or clearance items, returns are only accepted if the product is damaged or faulty.

 

🐶 Damaged, Incorrect or Faulty Items

If your order arrives damaged, incorrect, or faulty, please contact us within 7 days of delivery.

Email us at info@kampashop.co.uk with:

  • Your order number
  • A brief description of the issue
  • Clear photos of the packaging and the affected items

Once we have reviewed the case, we will:

  • Offer a replacement, partial refund, or full refund, and
  • In many cases, you will not need to send the item back, especially for damaged pet food

In these situations, KAMPA Shop will cover any return or replacement costs.

 

📦 Who Pays for Return Shipping?

If you are returning an item because you changed your mind or ordered the wrong product:

  • Return shipping is the responsibility of the customer
  • You may choose any tracked courier to send the items back to us

If the item is faulty, damaged on arrival, or we sent the wrong item:

  • KAMPA Shop will cover the return or replacement shipping cost
  • We may provide a prepaid return label or arrange an alternative solution

Original shipping costs are only refunded if the item was faulty, damaged, or sent in error.

 

🔁 How to Request a Return

Email info@kampashop.co.uk with:

  • Your name
  • Order number
  • The items you wish to return
  • Reason for return (and photos if damaged/faulty)

Once your return is approved, we will:

  • Provide you with return instructions and the return address
  • Inform you whether the return shipping is customer-paid or covered by us

Please do not send items back without contacting us first, as this may delay processing.

 

💳 Refunds

Refunds are processed within 5–7 working days after:

  • We receive and inspect the returned items, or
  • We confirm that a refund will be issued for damaged/faulty goods

Refunds will be made to the original payment method only

Depending on your bank or payment provider, it may take a few additional days for the refund to appear

 

⚖️ Your Rights

This Returns & Refunds Policy applies in addition to your statutory rights under UK consumer law.

Nothing in this policy affects your legal rights.