Last updated: September 21, 2026
Dots Fresh Food meals are perishable frozen food. To protect the safety and quality of every meal, and the health of every dog we feed, we cannot resell or accept back any product once it has left our facility. This Refund Policy explains how cancellations, returns and order issues are handled. It forms part of our Terms and Conditions.
1. Cancelling an Order
If you need to cancel an order, contact us as soon as possible at info@dotsfreshfood.com, quoting your order number. We can usually cancel an order that has not yet been dispatched. Once an order has been dispatched for delivery, it cannot be cancelled. As all orders are cash on delivery, no payment is taken for a cancelled order.
2. Returns
Because our products are perishable food that must stay frozen, we do not accept returns of delivered products, and we do not offer refunds for change of mind, for products your dog does not like, or for orders placed by mistake. This does not affect any rights you have under applicable law that cannot be excluded.
3. Check Your Order at Delivery
Please check your order in front of the delivery person before paying. If any item is missing, incorrect, damaged, or has clearly thawed, you may refuse that item at the door and you will not be charged for it.
4. Reporting an Issue After Delivery
If you find a problem after the delivery person has left, email info@dotsfreshfood.com within 24 hours of delivery with:
- Your order number and name;
- A clear description of the issue;
- Clear photos of the product and its packaging, including any label or batch information.
Please keep the product and packaging until we have reviewed your report. Reports received after 24 hours, or without the requested details, may not be accepted.
5. How We Resolve Valid Issues
We review each report individually. If we confirm that an item was missing, incorrect or damaged when delivered, we will, at our choice, replace the affected item in a future delivery, issue a credit or discount on your next order, or refund the amount paid for the affected item. Any resolution applies only to the affected items, not to the full order, and does not include compensation for any other loss.
6. What Is Not Covered
We cannot offer a replacement, credit or refund for:
- Products that were accepted at delivery and later stored, thawed or handled incorrectly;
- Products that have been opened, partly used or fed, except where a quality issue is confirmed;
- A dog not liking a meal, or a dog’s individual reaction to a new food or diet change;
- Natural variations in colour, texture or appearance between batches;
- Failed or delayed deliveries caused by an incorrect or incomplete address, an unreachable phone number, or no one being available to receive the order.
7. Refused Orders
An order that is refused at the door without a valid reason cannot be resold, because the food cannot be refrozen for another customer. In such cases, we may decline future cash-on-delivery orders from the same customer.
8. Changes to This Policy
We may update this Refund Policy at any time by posting the updated version on this page. The policy in force when you place an order applies to that order.
9. Contact Us
For any questions about this Refund Policy, please email info@dotsfreshfood.com.