Refund policy

Returns & Refunds Policy

At Hellish Heaven, customer satisfaction and your dog’s wellbeing are very important to us.
Due to the nature of our products, the following policy applies.

Returns

For hygiene and safety reasons, dog treats cannot be returned once they have been:

  • Opened

  • Used

  • Tampered with

We do not accept returns for change of mind.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 14 days of receiving your order.

To help us resolve the issue quickly, please provide:

  • Your order number

  • A brief description of the issue

  • Clear photographs of the product and packaging (where applicable)

Once your request has been reviewed, we will offer either a replacement or a refund, depending on the situation.

Refunds

Approved refunds will be processed to the original payment method.

Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.

Non-Refundable Items

We cannot issue refunds for:

  • Opened or partially consumed products

  • Products damaged due to misuse or improper storage

  • Requests made outside the stated timeframe

Order Cancellations

Orders may be cancelled before dispatch only.
Once an order has been shipped, it can no longer be cancelled or refunded.

Contact Us

If you have any questions about returns or refunds, please contact us at:

📧 info@hellishheaven.co.uk

We’re always happy to help and aim to resolve any issues fairly and promptly.