Return & Refund Policy

30-day return window

Unopened products in their original, undamaged packaging can be returned within 30 days of delivery. Start a return by contacting us with your order number; we will issue return instructions and a return address.

Opened food

For food-safety reasons we cannot resell opened bags, cans, pouches or treat packs, so opened items are not generally returnable. There are important exceptions below.

Damaged, incorrect or defective items

If an item arrives damaged, leaking, past its best-before date, or is not what you ordered, contact us within 7 days of delivery with photographs of the item and packaging. We will send a replacement or issue a full refund, including shipping, and you will not need to return the item unless we ask you to.

If your dog reacts badly to a product

Contact us. We will discuss the situation, refund or exchange the item at our discretion, and record the details so we can raise them with the manufacturer. This is a customer-care commitment, not medical advice — please consult your veterinarian about any suspected reaction, illness or intolerance.

Return shipping costs

• Our error (wrong, damaged or defective item): we pay return shipping.
• Change of mind on an unopened item: return shipping is the customer's responsibility and the original outbound shipping charge is not refunded.

Refund timing

Approved refunds are issued to the original payment method within 5–10 business days of us receiving and inspecting the return, or immediately on approval where no return is required. Your bank may take a further few days to post the credit.

Items we cannot accept

• Items returned more than 30 days after delivery.
• Opened food or treats, except in the circumstances described above.
• Items without proof of purchase.
• Items damaged after delivery through storage or handling.

Order cancellations

Orders can be cancelled without charge any time before dispatch. Once a parcel has been handed to the carrier, treat it as a return.

How to start a return

Email info@charmwalk.space or call +1 252-363-0010 with your order number, or use our contact form. Please do not send items back before you receive return instructions.