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Refund Policy

TENDS · launched 2025 · last updated: 01 June 2026

This Refund Policy explains when TENDS™ may offer a refund, replacement, re-dispatch, partial refund or store credit.

This policy applies to orders placed through www.tendsmall.com and should be read alongside our Terms of Sale, Shipping & Returns Policy, Product Disclaimer and Privacy + Cookies Policy.

Our refund position

TENDS™ products include pet food, drink powders, treats and topical care products.

Because these products are consumable, hygiene-sensitive and quality-controlled, we cannot offer refunds or returns simply because a product has been opened, used, unsealed, tampered with, stored incorrectly, or is no longer suitable for resale.

We also do not offer refunds simply because a dog does not like the taste, smell, texture, format or feeding experience of a product, unless a specific guarantee is expressly offered at the time of purchase.

This policy helps protect product safety, hygiene standards, storage integrity and customer trust.

Nothing in this policy affects your legal rights where goods are faulty, damaged, incorrect, expired, misdescribed or otherwise not supplied in accordance with applicable law.

When we will review a refund or replacement request

We will review refund or replacement requests where:

the product arrives damaged;
the product is defective;
the wrong product was sent;
an item is missing from the order;
the product is expired at delivery;
the product is materially different from what was ordered;
the order has been cancelled by us after payment has been taken;
another refund right applies under applicable law.

Depending on the circumstances, we may offer a replacement, re-dispatch, refund, partial refund, store credit or another suitable resolution.

Damaged products

If your parcel or product arrives damaged, leaking, opened, crushed or visibly tampered with, please contact us promptly at hello@tendsmall.com.

Please include:

your order number;
photographs of the outer delivery packaging;
photographs of the product packaging;
photographs of the damaged item;
a short description of the issue;
batch details, where visible.

For India orders, delivery damage should be reported within 24 hours of delivery wherever possible.

For UK orders, delivery damage should be reported as soon as reasonably possible so that we can investigate with the fulfilment and delivery partners.

Please do not dispose of the product or packaging until we have reviewed the issue, unless it is unsafe to retain.

Incorrect or missing items

If you receive the wrong product or an item is missing from your order, please contact us promptly at hello@tendsmall.com.

Please include:

your order number;
photographs of the items received;
photographs of the delivery packaging;

a description of what is missing or incorrect.

Where we confirm that an item is missing or incorrect, we will arrange an appropriate resolution, which may include replacement, re-dispatch, refund, partial refund or store credit, depending on product availability and the circumstances.

Defective, expired or materially different products

If you believe a product is defective, expired at delivery, or materially different from what you ordered, please contact us promptly at hello@tendsmall.com.

We may ask for:

your order number;
photographs of the product;
photographs of the packaging;
batch code, best-before date or manufacturing details;
a short description of the issue;
storage details, where relevant.

We may need to investigate the issue before confirming the appropriate resolution.

Opened products

We cannot accept returns or provide refunds for products that have been opened, used, unsealed or tampered with, unless the product is faulty, defective, unsafe, incorrect, expired at delivery, or another refund right applies under applicable law.

This applies to:

pet food;
hydration sachets;
treats;
balms and topical care products;
bundles containing any of the above;
sample kits, launch kits, PR kits, gifts or not-for-resale items, unless faulty, damaged, incorrect or required by law.

Taste, preference and individual dog response

Dogs are individuals. Acceptance, appetite, digestion, stool quality, hydration behaviour, skin and coat condition, and other responses can vary depending on the dog, transition, feeding amount, previous diet, health status, storage, environment and routine.

We do not offer refunds simply because:

a dog does not like the taste, smell, texture or format;
a dog refuses the product;
a customer changes their mind after opening the product;
the product was not transitioned gradually;
the feeding or usage instructions were not followed;
the product was stored incorrectly after delivery.

Where we offer a specific trial, taste or satisfaction guarantee, the terms of that guarantee will be stated clearly at the time of purchase.

Unopened products

Unopened products may only be returned where required by applicable law or where we expressly approve the return.

To be considered for return, products must be:

unopened;
unused;
sealed;
in original packaging;
in resaleable condition;
returned with proof of purchase;
returned according to the instructions we provide.

Customers may be responsible for return shipping costs unless the return is due to our error, a defective product, an incorrect item, or another issue for which we are responsible under applicable law. Return approval does not automatically guarantee a refund. Returned products may be inspected before any refund is issued.

UK customer cancellation rights

For UK customers, statutory cancellation rights may apply to eligible unopened goods purchased online.

However, cancellation rights may not apply, or may be lost, where products are sealed goods that are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery.

Nothing in this policy affects your statutory rights where goods are faulty, damaged, incorrect, expired, misdescribed or otherwise not supplied in accordance with applicable law.

India refund and complaint handling

For India orders, refunds or replacements are generally considered only where we confirm that the product was damaged in transit, defective, expired at delivery, incorrect, missing, or materially different from the order placed.

India customers should contact us promptly at hello@tendsmall.com or through the India customer care route below.

India delivery issues should be reported within 24 hours of delivery wherever possible, with photographs and order details.

India customer complaints will be acknowledged within 48 hours and will be aimed to be resolved within 30 days of receipt, where reasonably possible.

Refund method and timing

Where a refund is approved, we will normally refund to the original payment method used for the order.

Refund processing times may depend on the payment provider, bank, card issuer, wallet provider, UPI provider or local payment route.

Original delivery charges may not be refundable unless the refund is due to our error, a defective product, an incorrect item, a damaged item, or another issue for which we are responsible under applicable law.

Partial refunds

We may offer a partial refund where:

only part of an order is affected;
an item is missing but the rest of the order was delivered correctly;
a bundle contains one affected item;
a replacement is not available;
a customer agrees to keep an item with a minor issue;
another partial resolution is appropriate in the circumstances.

Replacements and re-dispatch

Where a replacement or re-dispatch is approved, this will depend on product availability, delivery location and stock status.

If a replacement is not available, we may offer a refund, partial refund, store credit or another suitable resolution.

Refused, failed or returned deliveries

If a parcel is returned to us because the delivery address was incorrect, incomplete, refused, inaccessible, not collected, or because the customer did not respond to delivery partner instructions, we will review the order before deciding whether a refund, re-delivery or cancellation is available.

Where permitted by law, we may deduct delivery, return, re-delivery or handling costs from any refund.

Promotions, gifts, samples and not-for-resale items

Promotional items, free gifts, samples, launch kits, PR kits and not-for-resale products are not eligible for cash refunds unless required by applicable law. If a promotional, sample or not-for-resale item arrives damaged, defective, incorrect or expired, we will review the issue and decide on an appropriate resolution.

Abuse, fraud or unauthorised resale

We may refuse a refund, replacement, re-dispatch or store credit where we reasonably believe that a claim is fraudulent, abusive, inconsistent, made in bad faith, linked to unauthorised resale, or not supported by the information provided.

This does not affect any mandatory consumer rights that apply.