Refund & Returns Policy

You can cancel all or part of your order at any time from placing it until 14 days after the day it arrives, without giving a reason. This includes anything bought on sale or with a discount code.

To cancel: email hello@reorolo.co.uk with your order number and the items you're sending back. Any clear message works, or you can use the cancellation form at the end of this page. We'll reply with the address to send them to.

Sending it back: please post the items within 14 days of telling us. Return postage for a change of mind is yours to pay, so we recommend a tracked service and keeping your proof of postage.

Sealed packs: if a product arrives sealed for hygiene (for example a heat-sealed bag, or a seal under the lid) and that seal has been broken, it can't come back for a change of mind, because we can't be sure it's still safe to eat. Sealed packs that haven't been opened can come back.

Everything else: products that don't arrive sealed, such as our Yak Bars, can come back within the 14 days. If one has been used, or handled more than you'd need to look it over, we may take the drop in its value off your refund.

Want something different? Cancel the item as above and place a new order for the one you'd like.

We refund to your original payment method, with no fee, within 14 days of the items reaching us, or of you sending us proof that you've posted them, if that's sooner.

If you cancel your whole order, we also refund the delivery charge you paid.

Your bank or card provider may take a few extra days to show the money in your account.

This is separate from changing your mind.

It covers: a pack that arrived damaged or leaking, the wrong item, something missing, or a product that isn't right, for example it has gone off, it's past its best-before date or it doesn't match its description.

Tell us: email hello@reorolo.co.uk with your order number and what's wrong. A photo helps us sort it quickly.

What we'll do:

• Within 30 days of delivery, you choose: a full refund or a replacement.
• After that, we'll replace it. If the replacement isn't right either, or we can't replace it, you can have a refund.
• If something's missing, we'll send it, or refund it if you'd rather.

Sending it back: you don't need to send anything back unless we ask. If we do, we'll cover the postage. If you've already posted it back at your own cost, send us the receipt and we'll refund the postage.

Refunds go to your original payment method, with no fee, within 14 days of us agreeing a refund is due. If the whole order was affected, we also refund the delivery charge.

If your dog is unwell after eating something from us, please speak to your vet first. Then tell us the product and its best-before or batch code, and keep the rest of the pack if you can, so we can look into it.

Your order is our responsibility until it reaches you, so damage in the post is on us. These are your rights under the Consumer Rights Act 2015, and nothing in this policy limits them.

Changed your mind? You can cancel a gift card within 14 days of the day you buy it, even if it has already been sent. Email hello@reorolo.co.uk with your order number.

What you get back: we refund whatever hasn't been spent on the card, to your original payment method, with no fee, within 14 days of you telling us. The card stops working once it's refunded.

Sent it to someone? The card stops working for them too once it's refunded, so you may want to let them know.

Paid with a gift card? If you cancel or return something you paid for with a gift card, we put that amount back on the card. Anything you paid another way goes back to that payment method.

Not arrived, or not working? Check your spam folder first, then email us and we'll send it again or put it right.

After the 14 days, gift cards can't be refunded or exchanged for cash, unless the law says otherwise.

You don't have to use this form. If you'd like to, copy it into an email to hello@reorolo.co.uk:

To: REOROLO LTD, Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, G2 1BP. Email: hello@reorolo.co.uk
I hereby give notice that I cancel my contract of sale of the following goods: [items]
Ordered on [date] / received on [date]
Order number: [number]
Name: [your name]
Address: [your address]
Date: [today's date]

ReoRolo is a trading name of REOROLO LTD, a company registered in Scotland (company number SC886427). Registered office: Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, G2 1BP. Email: hello@reorolo.co.uk.