Refund policy

We want you and your dog to be happy with every order. Here's how returns work:

Change of mind

You can return any unopened, sealed product within 30 days of delivery for a full refund. Products must be unused and in their original, resalable packaging. This exceeds your legal right to cancel within 14 days under the Consumer Contracts Regulations 2013.

Because our chews are consumed by your dog, we're unable to accept returns of products that have been opened, for hygiene and safety reasons — unless the item is faulty or not as described.

Faulty or incorrect items

If your order arrives damaged, faulty, or isn't what you ordered, we'll offer a full refund or replacement — opened or unopened — at no cost to you, in line with the Consumer Rights Act 2015.

Return postage

Return postage is paid by the customer for change-of-mind returns. We recommend using a tracked or registered service, as we can't take responsibility for returns lost in transit. If we made an error with your order, we'll cover the cost.

How to start a return

Email us at info@ikarmel.co.uk with your order number and we'll guide you through the process. For a quick response, you're also welcome to message us on Facebook.