Shipping & Returns
TENDS · launched 2025 · last updated: 01 June 2026
This Shipping & Returns Policy explains how TENDS™ orders are delivered, how delivery issues are handled, and when products may or may not be returned. This policy applies to orders placed through www.tendsmall.com and should be read alongside our Terms of Sale, Refund Policy, Product Disclaimer and Privacy + Cookies Policy.
Where we deliver
TENDS™ currently serves customers in the United Kingdom and India.
For orders delivered in the United Kingdom, products are sold by TENDSMALL LTD and fulfilled by TENDSMALL LTD or its appointed UK fulfilment partner.
For orders delivered in India, products are sold by Kariva Plant Bakes Pvt. Ltd. and fulfilled by Kariva Plant Bakes Pvt. Ltd. or its appointed India delivery partner.
Delivery availability may vary by product, region, stock status, courier availability and local service limitations.
UK delivery
UK orders are processed and fulfilled by TENDSMALL LTD or its appointed fulfilment partner.
Estimated delivery times: [insert UK delivery estimate, e.g. 2–5 working days after dispatch]
Delivery charges: [insert UK shipping charge / free shipping threshold / launch shipping offer]
Delivery estimates are not guaranteed unless expressly stated at checkout.
India delivery
India orders are processed and fulfilled by Kariva Plant Bakes Pvt. Ltd. or its appointed delivery partner.
Estimated delivery times: [insert India delivery estimate, e.g. 3–7 working days after dispatch]
Delivery charges: [insert India shipping charge / free shipping threshold / launch shipping offer]
Delivery availability may vary by state, city, pin code, courier coverage, public holidays and local delivery conditions.
Order processing
We aim to process orders as quickly as reasonably possible.
Orders may take longer to process during launch periods, limited drops, promotional periods, public holidays, courier disruption, high demand, stock checks or operational delays. An order confirmation email means we have received your order. It does not necessarily mean your order has been accepted or dispatched. Order acceptance is explained in our Terms of Sale. Once an order has been packed, processed, dispatched or handed to a delivery partner, we may not be able to cancel or change it.
Tracking
Where tracking is available, tracking details will be sent to the email address or phone number provided at checkout.
Tracking updates are provided by the relevant delivery partner and may take time to update after dispatch.
Delivery address responsibility
Customers are responsible for providing a complete, accurate and accessible delivery address.
Please check your delivery details carefully before placing your order, including:
full name;
house or flat number;
building name, if applicable;
street address;
postcode or pin code;
city;
phone number;
email address;
any delivery instructions needed for access.
We are not responsible for failed, delayed or misdirected delivery caused by incorrect, incomplete or inaccessible delivery details provided by the customer. If a parcel is returned to us because the address was incorrect, incomplete, refused, inaccessible or not collected, we may deduct delivery, return or re-dispatch costs from any refund where permitted by law.
Failed delivery attempts
If a delivery partner is unable to deliver your order, they may attempt redelivery, contact you, leave the parcel in a safe place, deliver to a collection point, or return the parcel to sender, depending on the delivery partner’s process.
Customers are responsible for monitoring tracking updates and responding to delivery partner instructions where required.
If an order is returned to us after failed delivery attempts, we will review the order and advise whether re-delivery, refund or cancellation is available.
Damaged parcels
Please inspect your parcel as soon as possible after delivery.
If your parcel arrives visibly damaged, leaking, opened, crushed or tampered with, please contact us promptly at hello@tendsmall.com.
Please include:
your order number;
photographs of the outer packaging;
photographs of the product packaging;
photographs of any damaged items;
a short description of the issue;
batch details, where visible.
For India orders, delivery issues should be reported within 24 hours of delivery wherever possible.
For UK orders, please report delivery damage 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.
Missing or incorrect items
If your order is missing an item or you received the wrong product, 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 solution, which may include replacement, re-dispatch, store credit or refund, depending on product availability and the circumstances.
Our returns position
TENDS™ products include pet food, drink powders, treats and topical care products.
Because these products are consumable, hygiene-sensitive and quality-controlled, we do not accept returns of products that have been:
opened;
used;
unsealed;
tampered with;
damaged after delivery;
stored incorrectly;
handled in a way that makes them unsuitable for resale;
returned without approval.
This policy protects product safety, storage integrity, hygiene standards and customer trust.
We do not resell returned consumable or hygiene-sensitive products.
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.
Return approval does not guarantee a refund. Returned products may be inspected before any refund is issued.
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.
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 returns and delivery issues
For India orders, returns are accepted 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.
Products we cannot accept back
Unless required by applicable law, we cannot accept returns of:
opened pet food;
opened hydration sachets or boxes;
opened treats;
opened balms or topical care products;
products without original packaging;
products damaged after delivery;
products stored incorrectly;
products returned because a dog did not like the taste, smell, texture or format;
products returned because of individual feeding preference, unless a specific guarantee applies;
sample kits, PR kits, gifts or not-for-resale items, unless faulty, damaged, incorrect or required by law.
Refunds and replacements
Refunds and replacements are handled under our Refund Policy.
We may offer a refund, replacement, re-dispatch, partial refund or store credit depending on the issue, product availability, territory, payment method and applicable law. Refunds are normally made to the original payment method where possible.
Delays outside our control
We are not responsible for delays caused by events outside our reasonable control, including courier disruption, customs or import delays, public holidays, weather, strikes, incorrect customer details, local access restrictions, failed delivery attempts, payment checks, regulatory checks or stock movement delays. Where a significant delay occurs, we will try to keep customers informed where reasonably possible.
Contact us
For general support, email: hello@tendsmall.com
For UK orders:
TENDSMALL LTD
66 Paul Street
London, EC2A 4NA
United Kingdom
For India orders:
Kariva Plant Bakes Pvt. Ltd.
P/9, 1F, Plot 18, Satpur MIDC Road
Nashik, Maharashtra 422007
India
Consumer Care: +91 63043 91485
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