Refund Policy

At Halle & Co, we’re a small family-run business and we genuinely want you (and your dog) to feel happy and confident ordering from us. If something isn’t quite right, just get in touch — we’ll always do our best to help and make things fair.

Because many of our products are frozen and perishable, a few important conditions apply — you’ll find everything clearly explained below.

Frozen & Perishable Products

For food safety and hygiene reasons, we’re unable to accept returns or offer refunds on frozen, raw or perishable items once they’ve been delivered.

If anything arrives damaged, incorrect or not up to standard, please contact us as soon as possible at hello@halleandco.uk with your order details and a photo if you can. We’ll always aim to resolve issues quickly and fairly.

Please ensure someone is available to receive frozen deliveries, or that safe delivery instructions are provided at checkout. We cannot accept responsibility for thawing or spoilage caused by missed deliveries, incorrect addresses or parcels left unattended beyond the courier’s delivery confirmation.

Returns (Non-Perishable Items)

We offer a 7-day return window from the date your order is delivered.

To be eligible for a return:

• Items must be unused and in original condition
• Items must be returned in their original packaging
• Proof of purchase is required

Return postage costs are the responsibility of the customer unless the item is faulty or sent in error. Please contact us before returning anything so we can guide you through the process.

Refunds

Once your return is received and checked, we’ll email you to confirm whether your refund has been approved.

If approved, the refund will be processed back to your original payment method. Timing can vary depending on your bank or card provider.

Exchanges

We’ll happily replace items that arrive damaged, faulty or incorrect. Just contact us and we’ll arrange the next steps.

Sale Items

Discounted or sale items are non-refundable unless faulty.

Gifts

If an item was marked as a gift and shipped directly to you, a gift credit may be issued once the return has been approved. Otherwise, refunds are made to the original purchaser.

Need Help?

If you’re unsure about anything at all, just drop us a message at hello@halleandco.uk — we’re always happy to help.