Refund & Returns Policy

Last updated: 1st May 2026

We want every Pup Fuel experience to be a brilliant one — for you and your pup. If something isn't right, we'll always do our best to make it better. Please read on to understand how our returns and refunds work.

One-Off Boxes & Individual Items

Your Right to Cancel

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your items, without giving a reason.

To cancel, please contact us at hello@pupfuel.co.uk within 14 days of receiving your order. Once we've confirmed your cancellation, you'll have a further 14 days to return the items to us.

Conditions for Returns

To be eligible for a return, items must be:

Unused and in their original packaging
Returned within 14 days of your cancellation being confirmed

Please note that opened consumable products (such as treats and chews) cannot be returned for hygiene reasons, unless they are faulty or incorrect.

Return Postage

Return postage costs are the responsibility of the customer. We recommend using a tracked service, as we cannot be responsible for items lost in transit.

Refunds

Once we receive and inspect your return, we'll process your refund within 14 days. Refunds will be issued to your original payment method. We'll drop you an email to let you know once it's been processed.

Subscription Boxes

Before Dispatch

If you'd like to cancel your subscription and your next box hasn't been dispatched yet, please get in touch at hello@pupfuel.co.uk as soon as possible. Our boxes are dispatched on the 20th of each month, so if you contact us before then, we'll do our best to stop your box and arrange a refund for that month's payment.

After Dispatch

Once your subscription box has been dispatched, we're unable to offer a refund for that month's box unless the items inside are faulty or incorrect. This is because our boxes are selected and prepared in advance.

Cancelling Your Subscription

You can cancel your subscription at any time. To avoid being charged for the following month, please cancel at least 5 days before the 7th of the month (when billing takes place). You can cancel by contacting us at hello@pupfuel.co.uk or through your account on our website.

Faulty, Damaged or Incorrect Items

We're really sorry if something isn't right with your order! If you receive a faulty, damaged, or incorrect item, please contact us at hello@pupfuel.co.uk within 14 days of receiving your box. Please include:

Your order number
A description of the issue
A photo where possible

We'll arrange a replacement or full refund as quickly as we can, and we'll cover any return postage costs where applicable.

Special Occasion & Limited Edition Boxes

Special occasion boxes (such as birthday, welcome home, and Christmas boxes) are non-refundable once dispatched, unless the items are faulty or incorrect. Please ensure you're happy with your order before completing your purchase.

Get in Touch

If you have any questions about a return or refund, we're always happy to help. Just drop us a message at hello@pupfuel.co.uk and we'll get back to you within 1–2 working days. 🐾