Returns Policy

The 120-day money-back guarantee

Every dog is different, so we give you a full 120 days from delivery to decide. If you or your dog are not happy for any reason, email hello@rareburg.com and we will refund what you paid. You do not need to return opened bags, and there is no form to fill in. Just tell us your order number.

The guarantee covers your first purchase of a product. Where an order contains multiple bags of the same product, the guarantee applies to that order as a whole.

Your statutory right to cancel

Separately from our guarantee, UK consumers may cancel within 14 days of receiving the goods and return them for a refund. Tell us within that period by emailing hello@rareburg.com. You should return the goods within 14 days of telling us. Where you cancel under this right, you are responsible for return postage unless the goods are faulty or not as described, and we may reduce the refund if the goods have been handled more than was necessary to check them.

Our guarantee is offered in addition to these rights and does not affect them.

Faulty, damaged or incorrect items

If something arrives damaged, past its best-before date, or is not what you ordered, contact us within 30 days with your order number and a photo. We will send a replacement or issue a full refund, including any delivery charge, and we will cover return postage where a return is needed.

How refunds are paid

Refunds go back to the original payment method. Once approved, we process refunds within 3 working days; your bank may take a further 3–5 working days to show it. We will email you when the refund is issued.

Subscriptions

You can cancel a subscription at any time from your account or by emailing us. Cancelling stops future orders; it does not automatically refund an order already dispatched, though that order is still covered by the 120-day guarantee. To avoid being charged for the next delivery, cancel at least 48 hours before your billing date.

How to start a return

1. Email hello@rareburg.com with your order number and what went wrong.
2. We will reply within one working day with next steps.
3. If a return is needed, we will confirm the address and who covers postage.

Contact

Rareburg Limited, 10 Station Road, London, E12 5BT, United Kingdom. Email hello@rareburg.com