Last updated: 20 August 2026

We want you to be happy with your Hellish Heaven order. If something isn’t right, please get in touch and we’ll do our best to resolve it quickly.

Different rules apply depending on whether you purchased from us as an individual customer or as a trade customer.

Consumer Orders

Changed Your Mind?

If you purchase from us online as a consumer, you may have the right to cancel your order within 14 days of receiving it, without giving a reason.

If you wish to cancel an order, please contact us within this 14-day period.

Once you have told us that you wish to cancel, you normally have a further 14 days to return the goods.

Dog Treats and Food Products

Because we sell dog treats and other food products, some items may not be eligible for return once opened.

The statutory right to cancel may also not apply to products that are liable to deteriorate or expire rapidly.

Where products have been supplied sealed for health protection or hygiene reasons, the right to cancel may no longer apply once the seal has been broken where the product is then unsuitable for return.

This does not affect your statutory rights where a product is faulty, damaged, not as described or otherwise does not meet the requirements of consumer law.

Faulty, Damaged or Incorrect Products

If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible.

Please include:

• your order number;
• a brief description of the problem; and
• photographs of the product, packaging and delivery box where relevant.

Please do not dispose of the product or its packaging until we have responded, as we may need further information to investigate the issue.

Where required by law, we will offer an appropriate remedy, which may include a replacement or refund.

Your statutory consumer rights are not affected by this policy. UK consumer law requires businesses to provide remedies for goods that are faulty, not as described or not fit for purpose.

Refunds

Where you are entitled to a refund following cancellation of an online order, we will process the refund in accordance with applicable consumer law.

We may wait until we have received the returned goods or you have provided evidence that they have been sent back, where permitted by law.

Where applicable, we will also refund the cost of our standard delivery option. If you selected a more expensive delivery service, the additional delivery cost is not normally refundable.

Refunds will normally be made using the original payment method.

Return Shipping

Unless the product is faulty, damaged, incorrect or otherwise not as described, you are responsible for the cost of returning the goods to us.

We recommend obtaining proof of postage when returning an order.

Please contact us before sending a return so that we can provide the correct return instructions and address.

Trade & Wholesale Orders

The following terms apply to purchases made for business purposes, including orders placed through an approved Hellish Heaven Trade Account.

Trade Returns

Trade and wholesale orders are business-to-business transactions and are not covered by the same cancellation rights that apply to individual consumers.

We do not normally accept returns of unwanted trade stock simply because a business customer has changed their mind, ordered too much stock or the products have not sold as expected.

Any return of unwanted trade stock is at the discretion of Hellish Heaven and must be agreed with us in writing before products are sent back.

Damaged or Incorrect Trade Orders

Please inspect your delivery as soon as reasonably possible after receiving it.

If products are:

damaged in transit, missing from your delivery, supplied incorrectly, or otherwise defective, please contact us promptly after discovering the problem.

Please provide your:

business name, order number, affected product and quantity, together with photographs where appropriate.

We may also request photographs of the outer delivery carton, shipping label and product packaging.

Please keep the affected products and packaging until we have completed our investigation.

Trade Refunds and Replacements

Where we confirm that products have been supplied incorrectly, damaged or are defective, we may, as appropriate:

replace the affected products, issue a credit, or provide a refund.

The appropriate solution will depend on the circumstances of the order and the nature of the problem.

Products should not be returned without contacting us first.

Unsold Stock

We do not normally accept returns of products because they have not sold, a retailer has changed its product range or a trade customer has ordered more stock than required.

Trade customers are responsible for managing their own stock levels and ensuring that products are stored in accordance with the instructions provided.

Cancellations Before Dispatch

If you need to cancel an order before it has been dispatched, please contact us as soon as possible.

If the order has not yet entered the dispatch process, we will try to cancel it and issue a refund.

Once an order has been dispatched, the relevant consumer or trade return terms above will apply.

How to Contact Us

To request a return, report a problem or ask about a refund, please contact:

Hellish Heaven Ltd
Email: info@hellishheaven.co.uk
Order enquiries: Please include your order number in your message.

For trade enquiries, please also include your business name and Trade Account details, where applicable.

Please do not send products back to us until you have contacted us and received return instructions.