Refund policy

Two ways to get a refund, on top of your legal guarantees: our 30-day money-back guarantee, and your 14-day right of withdrawal.

30-day money-back guarantee

If The Essential does not suit your dog, email us at support@perdure.com within 30 days of receiving your order, with your order number and, if you like, a few words on why. You do not need to give a reason.

• Unopened pouches: send them back to us; we pay the return costs and will tell you how.
• Opened pouches: nothing to send back. Keep them or throw them away; we refund you anyway.

We process your refund within 3 working days of approving your request, to the payment method used for the order. Your bank may take a few more days to show it on your account. The full terms are in section 9 of our terms of sale.

14-day right of withdrawal

You can also withdraw within 14 days of receiving your order (for a subscription: of receiving the first delivery), without giving a reason. Send us the withdrawal form in our terms of sale (section 8), or any other clear statement, by email to support@perdure.com or by post. We refund all sums paid, including standard delivery, within 14 days of the day we are informed of your withdrawal at the latest (we may wait until we receive the unopened pouches, or proof that you have shipped them); unopened pouches must be returned within 14 days, at our expense, and opened pouches do not need to be returned.

Cancelling a subscription

Cancelling is not a refund request: it stops upcoming deliveries. You can cancel at any time, in a few clicks, from your account, under “Subscriptions”, free of charge. See our subscription terms.

Damaged parcel or wrong order

If your parcel arrives damaged, or if a product is missing or does not match your order, email us at support@perdure.com with a photo: as you prefer, we will send the product again or refund you. Your legal guarantees of conformity and against hidden defects apply in all cases (see our terms of sale, section 10).