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Refund Policy

We want you (and your dog) to be happy with your order from Shep’s Snacks. This policy explains when you can receive a refund or replacement, and how to contact us if there’s a problem.

This policy should be read alongside our Terms & Conditions and Shipping Policy.
 

1. About us
 

Shep’s Snacks
Little Clayhill Farm
Charlynch Lane
Bridgwater, Somerset
United Kingdom

Email: sales@sheps-snacks.co.uk
Telephone: 01278 574278
 

2. Important note about food products
 

We sell natural dog treats (pet food products). For health, hygiene and safety reasons:

  • We cannot usually accept returns of opened treats or chews, unless there is a genuine quality or safety issue.

  • We also cannot accept returns of unopened food products that have not been stored correctly (for example, kept somewhere damp, very hot or dirty) after delivery.

Your legal rights are not affected.
 

3. If your order arrives damaged, faulty or incorrect
 

If your items arrive damaged, defective or not what you ordered, please contact us as soon as you can.
 

3.1 What to do
 

Within a reasonable time of delivery (ideally within 7 days):

  1. Email us at sales@littleclayhillfarm.co.uk or call 01278 574278.

  2. Include:

    • Your name

    • Your order number

    • A brief description of the problem

    • Photos of the item(s) and packaging if possible
       

3.2 What we will do
 

We’ll review the information and may ask for more details. Depending on the issue, we will usually offer one of the following:

  • A replacement item

  • A partial refund

  • A full refund (including standard delivery costs, where applicable)

We may ask you to return the product in some cases. If we need the item back and the problem is our fault, we’ll cover reasonable return costs or provide a pre-paid returns label where possible.
 

4. If your order hasn’t arrived
 

We use a next working day courier service for most orders, but delays can sometimes happen.

If your order has not arrived within 3 working days of dispatch:

  1. Please contact us at sales@littleclayhillfarm.co.uk or 01278 574278.

  2. We will:

    • Check the tracking with the courier

    • Confirm the delivery address you provided

    • Investigate any potential delivery issues

We will investigate with the courier before issuing a refund or sending a replacement. Once the investigation is complete, we will either:

  • Arrange a replacement order, or

  • Provide a refund if the parcel is confirmed lost or undelivered
     

5. Change of mind / ordered the wrong item
 

Because our products are food items, your right to change your mind may be limited.
 

5.1 Before dispatch
 

If you change your mind before your order has been packed or dispatched:

  • Contact us as soon as possible.

  • If we haven’t dispatched the order yet, we may be able to cancel it in full and issue a refund.

We can’t guarantee cancellation, especially for orders placed close to our dispatch cut-off.
 

5.2 After dispatch / after delivery
 

Once your order has been dispatched or delivered:

  • We are usually unable to accept returns for change of mind or ordering the wrong product, because our items are food products and must be kept within a controlled supply chain.

  • In exceptional circumstances, and at our discretion, we may agree to accept unopened items that have been stored correctly. If we agree:

    • You will be responsible for returning the items to us at your own cost.

    • Items must be unopened, in their original packaging, and in a condition suitable for resale.

    • Once we receive and inspect the items, we may issue a refund for the product cost only. Original delivery charges will not usually be refunded.

Please contact us first before sending anything back.
 

6. How to request a refund or replacement
 

To request a refund, replacement or to report a problem:

  1. Email: sales@littleclayhillfarm.co.uk
    Or call: 01278 574278

  2. Tell us:

    • Your name

    • Your order number

    • Which product(s) you’re contacting us about

    • A clear description of the issue

    • Photos, where helpful (damaged items, packaging, best-before date, batch code, etc.)

We aim to respond as quickly as we can and will explain the next steps.
 

7. Refunds – how and when you’ll be paid
 

If we agree to a refund:

  • Refunds are usually made to the original payment method used for the order.

  • Once processed, refunds can take a few working days to appear on your statement, depending on your bank or card provider.

  • Where only part of an order is refunded, we will refund the product cost for the affected item(s) and, where applicable, a proportion of the delivery charge if required by law.

If your refund has been approved but you haven’t received it after a reasonable period:

  1. Check with your bank or card provider.

  2. If it’s still not showing, contact us and we’ll confirm the refund date and reference.
     

8. Returns address
 

If we ask you to return products, we will confirm the correct address. Unless we tell you otherwise, returns should be sent to:

Shep’s Snacks
Little Clayhill Farm
Skimmerton Lane
Bridgwater, Somerset
United Kingdom

Please do not send items back without contacting us first.
 

9. Your legal rights
 

Nothing in this policy affects your statutory rights under UK consumer law.

You may have rights to a repair, replacement or refund if a product is not as described, not fit for purpose or not of satisfactory quality.
 

10. Changes to this policy
 

We may update this Refunds & Returns Policy from time to time. The version shown on our website at the time you place your order will apply to that order.

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