Refunds, Returns, Replacements Policy
There are no returns available here at Scruby Snax due to the nature of the product. If you are unsure of a product please message me before ordering so we can ensure you have the best possible treat for your furry friend.
Once the baking process has started on your order, it cannot be cancelled and/or refunded.
Refunds can be processed if you are not happy with your product in a way it's not lasted as long as you'd hoped whilst being stored correctly as advised on the individual product page and packaging. If you have stored your product as advised but it hasn't lasted as long as the use by date stamped on the packaging, please message or email me with all information and photos you can. Replacements or refunds can be organised depending on each situation and customer's preferences/requests. If a product has not been stored in the recommended way, I cannot guarantee I can refund or replace this product for you. However this does depend on each separate situation and I am always more than happy to go through different options to see what's going to work best for every customer.
If a product arrives damaged, I can only offer a replacement or refund where the damage is enough to pursue a claim by myself through Royal Mail. If the damage does not justify a Royal Mail claim, I cannot guarantee I will be able to provide a replacement or a refund. This policy applies to both original and replacement orders.
UK missing parcels: If your parcel hasn't arrived within 10 working days, I am happy to provide a replacement or refund providing the tracking number backs this up.
International parcels: If it has been longer than 3 weeks since your order was despatched and it hasn't arrived yet, I can ensure a replacement or refund is organised and sent out to you.
For both of the possibilities described above, please email or message me explaining what has happened along with any extra information you're happy to supply me with. This can include possible delays in your area, known mistreatment of parcels etc.
If you have any discrepancies with a product, please email or message me regarding this. I am always more than happy to discuss any issues to come to a positive resolution. Replacements are packaged and shipped the same way as the original order and you will receive a notification when it has been sent. Refunds can be issued if all of the above applies and that is your preferred choice. The money will be refunded to the original payment method and show in your account within 3-5 business days.