CUSTOMER CARE
What to do if your order arrives damaged, faulty, incorrect, leaking, opened or otherwise unsuitable for use.
We recommend checking your order as soon as reasonably possible after delivery. Confirm that the correct products and quantities have been supplied; packaging and seals are intact; there is no leakage, puncturing, significant crushing or suspected contamination; and no damage appears likely to affect product safety, quality or integrity.
If you believe a product has been compromised, do not feed, administer or apply it to your dog.
Please contact CWR+ Customer Support as soon as reasonably possible. Where possible, visible transit damage should be reported within 48 hours so that we can investigate promptly with the delivery partner. This does not affect your statutory consumer rights.
Please provide your name, order number, the affected product, a description of the issue and clear photographs of the product, outer packaging and any leakage, puncture, broken seal or other visible damage. Retain the product and packaging until we confirm whether they are required.
Contact us if a product arrives with a split or punctured bag; a broken, missing or compromised seal; a cracked or damaged container; significant leakage; evidence that it opened in transit; suspected contamination; or other damage that creates a reasonable concern about its safety or integrity.
We may request the batch or lot number and best-before date for traceability and quality-control records.
If we supplied an incorrect product or quantity, or an item is missing, contact us as soon as possible. Once verified, we will arrange an appropriate remedy at no additional cost, which may include supplying the correct or missing product or providing a refund.
If a product is faulty, not as described or otherwise does not meet the standards reasonably expected, stop using it and contact us. We may request your order number, photographs, batch or lot number, best-before date, when the product was opened, how it was stored and a description of the issue.
Where an item is confirmed as damaged, faulty, incorrect or otherwise not in conformity with your order, CWR+ will provide the remedy to which you are entitled under applicable UK consumer law. Depending on the circumstances, this may include replacement, a refund or an agreed partial refund.
Refunds are issued to the original payment method unless otherwise agreed and will be processed without undue delay within the timescales required by applicable consumer law. Your statutory rights are not affected.
For safety, hygiene and traceability reasons, do not return a damaged or faulty product before contacting us. We will advise whether it should be returned, retained temporarily, safely disposed of or otherwise handled.
If CWR+ requires the return of faulty, damaged or non-conforming goods, CWR+ will bear the reasonable return cost. Authorised returns should be sent to CWR+ Ltd, Unit 8A, Ongar Trading Estate, Great Dunmow, Essex, CM6 1EU, United Kingdom.
If you believe there may be a safety or quality issue, stop using the product immediately and contact us. If your dog becomes unwell or experiences a suspected adverse reaction, discontinue use and seek appropriate veterinary advice where necessary.
Retain the product, packaging and batch information. Potential safety or quality concerns will be recorded and investigated through CWR+ quality and traceability procedures.
This policy does not cover damage resulting from misuse, inappropriate storage, accidental damage after delivery or failure to follow storage and usage instructions. This does not affect statutory rights where the product was faulty or non-conforming when supplied.
This policy primarily covers damaged, faulty, incorrect or compromised goods. Separate cancellation rights may apply to online purchases. UK consumers generally have 14 days after delivery to notify us that they wish to cancel, subject to applicable conditions and exemptions. Please read this policy alongside our Shipping & Returns page.
Use our Contact page and quote your order number. Please include photographs and relevant batch information where possible.
CWR+ Ltd, Canine Wellness & Recovery
Website: www.cwrplus.com
Returns address: Unit 8A, Ongar Trading Estate, Great Dunmow, Essex, CM6 1EU, United Kingdom.
Nothing in this policy is intended to exclude, restrict or replace your statutory rights. Goods supplied to consumers must meet applicable UK consumer law, including the Consumer Rights Act 2015. Online customers may also have cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, subject to applicable conditions and exemptions.