Refund policy
Our guarantee
Your dog eats it, or your money back. If your dog won't eat Elation Hip & Joint Bone Broth, we'll refund your first jar in full, including original shipping. You don't need to send anything back. It's food, and once a jar leaves us we can't know how it was stored, so we would never resell it. Keep it, or give it to a friend's dog.
How to claim
Email hello@elationpet.com within 30 days of the delivery date shown in your tracking, with your order number (it's in your confirmation email). That's all: no photos, no proof, no form. You're welcome to tell us what happened, but it won't change your refund. We reply within 1 business day.
What's covered
- Your first jar of Elation from elationpet.com, bought as a one-time order or as the first delivery of a subscription.
- Everything you paid for it: the price after any discount, plus original shipping and sales tax.
- If your first order had more than one jar, the guarantee covers one jar.
- One refund per household (same address, email or payment method).
Subscriptions
On a subscription, the guarantee covers the first delivery only. When you claim, we'll cancel your subscription so nothing else ships, unless you ask us to keep it.
You can skip, pause or cancel your subscription online from your account at any time. Cancelling stops future orders straight away. Orders already charged before you cancel are not refundable, except under this guarantee or for damage or loss in transit.
What's not covered
- Later jars. The guarantee covers your first jar only.
- Claims made more than 30 days after delivery.
- Jars bought anywhere other than elationpet.com.
Damage or loss in transit
We take care of this separately, and it doesn't use up your guarantee. Email us within 7 days of delivery (or of the expected delivery date, if it never arrived), with a photo of any damage, and we'll replace the jar or refund it, whichever you prefer.
Processing time
We send your refund within 5 business days of your email, to your original payment method, and email you when it's sent. Your bank may take a few more days to show it.
Contact
Email hello@elationpet.com. We reply within 1 business day, Monday to Friday.
Other Nature Pte Ltd