Barklo Return and Refund Policy

Barklo is a trading name of KDK Media, a general partnership (vennootschap onder firma) registered in the Netherlands (Chamber of Commerce (KVK) number 93521693, VAT number NL866436170B01), with its registered office at Burgemeester van den Wildenberglaan 11, 5764 RB De Rips, Netherlands.

Article 1: What this policy covers

This policy applies to all orders you place as a consumer through barklo.uk for delivery within the United Kingdom. It sets out your legal right to cancel, the exceptions to that right, how refunds work, and Barklo's voluntary 90-day guarantee. This policy forms part of our Terms and Conditions.

Article 2: Your right to cancel (14 days)

You have the right to cancel your order within 14 days without giving a reason, under the Consumer Contracts Regulations 2013. This period ends 14 days after the day on which you, or someone you nominate, receive the goods. If your order includes several products that are delivered separately, the period ends 14 days after the day you receive the last one.

To cancel, use the cancellation option on our website, or send us a clear statement by email to returns@barklo.nl. It is enough that you send your notice before the cancellation period ends. You will receive immediate confirmation of your notice, followed by the return instructions and the return address by email.

Article 3: Returning your order

After you have told us you want to cancel, you have 14 days to send the goods back to us. The direct cost of the return is at your own expense. The goods remain your responsibility until they reach us, so please pack them carefully, send them using a tracked service, and keep your proof of postage. Without proof of postage we cannot refund a return that goes missing.

You are free to inspect and assess a product as you would in a shop. If a product or its packaging is damaged or incomplete because it has been used more than necessary, or handled carelessly, we may deduct the reduction in value from your refund.

Article 4: Excluded from the right to cancel

Our tubs are sealed because they are a food product for animals. Under these regulations, the right to cancel does not apply to sealed goods that are not suitable for return for reasons of health protection or hygiene, once they have been unsealed after delivery. This means you can return an unopened tub with an intact seal within the cancellation period. For a tub whose seal has been broken, the right to cancel no longer applies and we cannot accept the return.

Article 5: Refunds after cancellation

We will refund the amount you paid within 14 days of the day you tell us you want to cancel. We may wait to make the refund until we have received the goods back, or until you have shown that you have sent them back, whichever is earlier. Refunds are made free of charge, using the same payment method you used for your order.

We refund the amount you actually paid, so after any discounts or promotions applied to your order. If you paid a delivery charge, we also refund the cost of our standard delivery option, but not any extra you paid for a faster or premium delivery service, and not the cost of returning the goods to us. If you return part of an order that received a multi-buy or bundle discount, we recalculate the discount over the products you keep and settle the difference against your refund. If you received a free gift with your order, please return it unused when you cancel your whole order, otherwise we may deduct its value from your refund.

Article 6: Subscriptions

You can change, pause, or cancel your subscription at any time, free of charge, through your account. A change or cancellation applies to your next delivery that has not yet been processed. A delivery that has already been processed or shipped can no longer be stopped, but it is covered by the right to cancel set out in this policy. If you cancel the first delivery of a subscription in full, we also treat this as cancellation of the subscription.

Article 7: Not satisfied, money back: our 90-day guarantee

Alongside your legal rights, Barklo gives a voluntary satisfaction guarantee. If you have tried a product and are not satisfied, you can claim a refund up to 90 days after your first purchase. Here is how it works:

You send your request to returns@barklo.nl with your order number and a short note about how you used the product and why it did not suit you. We assess every request personally and let you know within 5 working days how we will resolve it. We may ask you some further questions about how the product was used. Once we agree, you receive the purchase amount back within 14 days, to your original payment method. As a rule you do not need to return the opened tub. If we do ask you to return it, we will say so in our reply, and the return postage is at your own expense.

The following conditions apply to this guarantee. It applies once per household and only to your first purchase of a product, so not to repeat purchases or to follow-up deliveries within a subscription. It covers a maximum of one opened tub per product; unopened tubs from that same first order can be returned by arrangement and are refunded once we receive them. The guarantee gives you a right to a refund of the purchase amount only, and never to any other costs or consequential loss. In the event of clear misuse or improper use of the guarantee, we reserve the right to refuse a request. This guarantee is an extra service from Barklo and takes nothing away from your legal rights, which always continue to apply in full.

Article 8: Exchanges

We do not exchange products. If you would like a different product, please return your order within the applicable period and place a new order.

Article 9: Damaged or incorrect deliveries

Please check your order when it arrives. If a product has arrived damaged, or you have received something other than what you ordered, please tell us as soon as possible, ideally within 48 hours, at support@barklo.nl, with a photo of the product and its packaging. Please do not return a damaged or incorrect product without checking with us first. If something is genuinely wrong, we will put it right free of charge, with a replacement or a refund. This is in addition to your rights under the Consumer Rights Act 2015 where goods are faulty, not as described, or not fit for purpose.

Article 10: Contact

Questions about returns or refunds? Email us at support@barklo.nl. We respond within 14 days, and usually much sooner.

Your statutory rights as a consumer are not affected by this policy.