Delivery & Returns
Thanks for shopping at Benevo.com
Delivery
Orders are packed chronologically 5 days a week (Mon-Fri) and we aim to despatch orders within 2 days on a 1-3 day service depending on the size of the parcel.
Delivery times can also be affected by unexpected shortages in stock, weather and by the actions of companies or their staff that are outside of our organisation, like Royal Mail or 3rd party courier companies.
For all parcels, you should assume that the delivery requires a signature. Please ensure your address is correct. We are not responsible for costs, losses or delays incurred as a result of no one being at the delivery address to sign for the parcel or for incorrect or incomplete delivery details. Tracking details are usually sent to the customer from the courier company. We can’t tell you exactly when a parcel will arrive.
Please use the contact form to alert us about a missing parcel.
Returns and Refunds
If you are not entirely satisfied with your purchase, we’re here to help.
Returns
You have 14 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase.
Please note, your purchase can not be returned if you have opened it, unless you can prove it was compromised before you opened it by supplying photographs to us within 24hrs of delivery.
Refunds
We want you and your companion to enjoy Benevo pet food, however sometimes things don’t always go to plan.
When it does go wrong, please contact us so we can help resolve your issue.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer’s policies.
There are occasions where a refund is appropriate and some, where a refund is not possible.
Refunds
Refunds are not possible when:
1. Your companion doesn’t like the food – It doesn’t happen very often, so be sure to follow the 10-14 day transition guide. You can also try moistening the food slightly or adding their favourite topping to help with the transition. If in doubt, you can order small sample packs from our shop.
2. The food has not been kept cool and dry – Cool and dry means storing it away from sunlight, heat, and moisture at a temperature of less than 22’C/77’F. Warm, humid conditions will cause the oil in the food to oxidise which smell a bit like paint and raised moisture can give way to mould growing. This is typical of most foods and can happen in just a couple of days storing it the wrong way.
If the food has either of these two issues on arrival, please report it with 24 hrs. The longer the period from receiving it to reporting it, the less chance there is we can refund the item.
Acceptable reasons for a refund:
1. Arrived damaged – Only new and checked products are ever sent, but occasionally delivery companies damage the goods in transit. Where damage has resulted in the food being is exposed, and it is reported with a photo within 24hrs, we will arrange a refund. The photo is required for our claim against the delivery company.
2. Ordered the wrong product – If by accident you have ordered the wrong product, you will need to return the item unopened at your expense. Once we receive and check the item is saleable, we can arrange the refund minus the original delivery cost (if any).
3. Received the wrong product – If we have sent the wrong item, please contact us to arrange collection and replacement or a refund if you no longer require the item. The product must remain unopened to qualify for a refund.
4. Return the products unopened – If your plans have changed, we understand that. In this case you are responsible for returning the goods in a saleable condition. Once received and checked, we can issue the refund minus the cost of the original delivery (if any).
5. Other – If your reason for a return/refund request is not listed above, choose this option to open a discussion with our team.
Shipping Your Return
Unless we are at fault. You will be responsible for paying for your own shipping costs to return your item. Make sure there is adequate insurance in place in case the parcel arrives damaged.
Shipping costs are nonrefundable unless we are at fault. If you receive a refund for your order, the cost of return shipping will be deducted from your refund unless we are at fault.
Contact Us
If you have any questions on how to return your item to us, contact us.,
