Refund & Return Policy
Last updated: October 2025
At Oscars Favourites, your satisfaction and the well-being of your pet are our top priorities. We take great care in ensuring that every order reaches you in perfect condition.
If you experience any issue with your order, please review our policy below and contact us — we’re here to help.
1. Returns
Due to the nature of our products — perishable freeze-dried pet snacks — we are unable to accept returns of opened or used items for hygiene and safety reasons.
However, we will gladly replace or refund items in the following cases:
- You received the wrong product
- Your order arrived damaged or defective
- There is an issue with the quality or packaging of the product
To request a return or replacement:
- Contact us within 7 days of receiving your order
- Provide your order number, a brief description of the issue, and clear photos (if applicable)
Contact:
📞 +352 691 221 995
2. Refunds
If your return or replacement is approved:
- Refunds will be issued to your original payment method (via Stripe)
- Please allow 5–10 business days for the refund to appear, depending on your bank’s processing time
We will notify you by email once your refund has been processed.
3. Non-Refundable Items
For safety and quality reasons, the following items cannot be returned or refunded:
- Opened packages
- Perishable pet food items
- Sale or promotional bundles
- Any item returned without prior authorization
4. Damaged or Missing Orders
If your parcel arrives damaged or an item is missing:
- Notify us within 7 days of delivery
- Retain all original packaging and take photos to help us investigate with the courier
We will either:
- Send a replacement at no extra cost, or
- Offer a full or partial refund, depending on the issue
5. How to Request a Refund
Please email us at hello@oscars-favourites.eu with:
- Your full name
- Order number
- Reason for refund or return
- Photos (if applicable)
Our team will review your request and respond within 2 business days.
6. Exceptions & Notes
- Returns are not accepted for change of mind once an order has shipped.
- If delivery fails due to incorrect address information, reshipping fees may apply.
- We reserve the right to refuse refunds for products not returned according to this policy.
7. Contact Information
Oscars Favourites
Operated by NaturaPet Solutions Sàrl-S
📍 15 rue Guido Oppenheim, L-2263 Luxembourg
📞 +352 691 221 995
