Refund policy

We want you to be absolutely happy with what you buy from us. If you are not, this policy explains how to return it and what happens next.

THE COBBYDOG GUARANTEE

If something goes wrong with a product within the first month after purchase, send it back to us and we will replace it or refund you. That is on top of your legal rights, which nothing in this policy takes away.

YOU HAVE 30 DAYS TO CHANGE YOUR MIND

You have 30 days from receiving your order to request a return. That is longer than the 14 days the law requires, because we would rather you took your time.

STARTING YOUR RETURN

Click the Returns tab at the top of our website and follow the step-by-step process. Once you have submitted your request our team will review it and either approve or decline it.

If it is approved you will receive a confirmation email. You can check the status of your return at any time by entering your order number and email address on the returns page.

After approval, send the item back to us. Then log back in to the returns page and add your tracking number and proof of postage, so that both you and our team can follow it.

If you would rather arrange a return by phone, call our Customer Care team on 01535 681927, Monday to Thursday 8:00am to 4:30pm and Friday 8:00am to 4:00pm.

Please send returns to: Cobbydog, Dalton Works, Deal Street, Keighley, West Yorkshire, BD21 4LA

CHANGED YOUR MIND

We do not offer a free returns service, so the cost of returning an unwanted item is yours.

Because we sell food, we can only accept unwanted items back if they are unopened and intact. Once a bag has been opened we cannot resell it and we cannot refund it. This applies only to items you are returning because you changed your mind – if there is something wrong with the product, the next section applies instead.

IF SOMETHING IS WRONG WITH YOUR ORDER

Please check your order when it arrives and contact us straight away if anything is faulty, damaged, or not what you ordered.

Send us photographs of the damage to both the outer and inner packaging so we can work out what happened, and please keep all the packaging until we have come back to you.

If a product is faulty, damaged or incorrect, you do not pay to return it. We cover the cost and our Customer Care team will arrange collection. This applies whether or not the bag has been opened – you are not expected to spot a problem with food without opening it.

CANCELLING BEFORE DISPATCH

You can cancel any order that has not yet been dispatched. Call our Customer Care team on 01535 681927 and we will stop it going out.

REFUNDS

Once your return reaches our warehouse we will process it and refund you to your original payment method. Depending on your bank it can take up to five working days to appear in your account. In any event we will refund you within 14 days of receiving the goods back, as the law requires.

If you would prefer a replacement rather than a refund, just tell us and we will send one.

YOUR LEGAL RIGHTS

Nothing in this policy affects your statutory rights. Under the Consumer Contracts Regulations 2013 you have 14 days from receiving your order to cancel it, and under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. Where our policy is more generous than the law – as it is on the return window – the more generous term applies.

CONTACT US

Returns: customerservices@cobbydog.com or 01535 681927

General enquiries: cobbydog@cobbydog.com or 01535 681927

Cobbydog, Dalton Works, Deal Street, Keighley, West Yorkshire, BD21 4LA

This policy was last updated on 7 September 2026.