Returns & Refunds

We hope you will be happy with your Yora purchase; however, we will be happy to refund a product should you wish to return it.

If we deliver the incorrect product or your purchase arrives damaged or becomes faulty within 12 months of purchase, we will arrange to collect and replace or refund the item.

Please ensure you have selected your product carefully and it is as you require before purchase including size, colour and description. All postage costs to return a product that has been incorrectly ordered are at the expense of the consumer. Products maliciously damaged will not be refunded.

Accepting your Yora Delivery

Please always try to check your delivery upon receipt. If you are signing for goods that are damaged, please mark the delivery note as “damaged”. If you are unable to check the item at the time of delivery, please mark the delivery note as “unchecked”. Please retain the original packaging in case you need to return your purchase.

Faulty Goods

Contact us on hello@yorapetfoods.com at your earliest convenience with your order number, which can be found on the invoice or in the confirmation email we sent at the time of purchase. Please include details of the problem and where you would like the parcel to be conveniently collected from. Whilst the products are in your possession it is your responsibility to ensure they are kept safe and available to collect. On receipt of the returned goods, Yora will arrange to replace or refund your product as you prefer. Alternatively, please take your purchase into your local Yora, along with the original invoice, where the product can be exchanged or refunded. Find your nearest Yora stockist »

Damaged on Delivery

In the unlikely event your product is received damaged, please contact us by email:  hello@yorapetfoods.com immediately with your order number, which can be found on the invoice or in the confirmation email we sent at the time of purchase. Please include details of the problem and where you would like the parcel to be conveniently collected from. Whilst the products are in your possession it is your responsibility to ensure they are kept safe and available to collect. On receipt of the returned goods, Yora will arrange to replace or refund your product as you prefer. Alternatively, please take your purchase into your local Yora, along with the original invoice, where the product can be exchanged or refunded. Find your nearest Yora stockist »

Shortages

It is your responsibility to sign for the correct number of parcels as shown on the carrier’s consignment note. Any shortages must be noted on the consignment note and notified to us by the purchaser within 3 days of delivery by emailing: hello@yorapetfoods.com

Incorrect Goods

It is your responsibility to notify us of any incorrect goods supplied within 14 days of delivery by emailing us: hello@yorapetfoods.com

Cancellation

If you wish to cancel your order and your item has already been dispatched, please ensure that you return your purchase to us in its original packaging within 14 days of receipt in order to obtain a refund excluding postage costs. All shipping costs to return a cancelled order are at the cost of the consumer. Alternatively, please take your order into your local Yora store with the original invoice where we will be happy to exchange or refund your item excluding postage costs. Find your nearest Yora stockist »