Cancel Bella and Duke the easy way

Overview

Bella and Duke is a UK-based supplier of fresh-frozen raw meals and wellness products for dogs and cats. The business offers subscription deliveries personalised by pet type, breed, age, weight and activity level.

Offerings

The main product lines are raw dog food and raw cat food, sold as recurring subscription boxes with frozen delivery. Pricing is personalised; standard examples published by the company are a dog plan from £35.40 per month and a cat plan from £11.70 per month.

Company facts

Website chat (Buddy)

1. Sign in at your Bella and Duke account on bellaandduke.com.
2. Open the chat widget displayed on the site.
3. Type that you want to cancel your subscription; Buddy will guide you through the options.
4. Follow confirmation prompts and keep the chat transcript or screenshot.
5. Expect an email confirmation; save it for your records.

Manage subscription page

1. Sign in and visit your subscription management area: manage subscription help.
2. Select the subscription you want to cancel and choose Cancel or Pause.
3. Confirm the change before the cut-off for your next delivery.
4. Save the on-screen confirmation and any follow-up email.

Phone

1. Call 01738 505031 during Monday to Friday 09:00 - 18:00 or Saturday 09:00 - 17:00.
2. Provide your full name, email, address and subscription reference.
3. Ask the agent to confirm cancellation and request a reference number or confirmation email.
4. Record date and time of the call and the agent name.

Email

1. Send an email from the account email address to [email protected] requesting cancellation and include subscription details.
2. Keep the sent email and await reply; allow up to 48 hours for a response.
3. If no reply, call the helpline with your email timestamp.

Post (registered letter)

1. Write a signed letter with your full name, account email, address and subscription ID and state you want to cancel immediately.
2. Send by registered post to: Bella and Duke, 65 Haymarket Terrace, EH12 5HD Edinburgh, United Kingdom.
3. Keep the registered post receipt as proof of posting and allow delivery and processing time.

Moving abroad or relocating

If you are moving and Bella and Duke cannot deliver to your new address, state the new address and supply one of: new tenancy agreement, utility bill or proof of removal company booking. The company will use this to cancel or change your plan. Applicable law: Consumer Contracts Regulations 2013 for contract performance expectations.

Price increase

If Bella and Duke raises the subscription price during an ongoing contract, you may cancel if the increase is not agreed in your contract. Provide the notification received from Bella and Duke as proof. Applicable law: Consumer Rights Act 2015 on unfair contract terms and the CMA guidance on auto-renewal and changes to subscription prices.

Death of subscriber

To cancel after the subscriber has died, supply a copy of the death certificate and the account holder details. Bella and Duke will process cancellation once documents are received.

Legitimate grounds accepted by Bella and Duke

Bella and Duke accepts cancellations for the following reasons where you provide supporting documents: faulty goods, undeliverable address, death of subscriber, permanent relocation out of delivery area. For faulty goods provide photos and order reference. Reference: Bella and Duke terms and help centre.

End of commitment

Bella and Duke subscriptions have no minimum commitment; you may cancel at any time without penalty. Provide account details and cancel via chat, manage page, phone, email or post. Applicable law: Consumer Rights Act 2015 on contract terms and CMA guidance on subscription clarity.

Cooling-off rights (14 day rule)

Raw pet food is perishable and the Consumer Contracts Regulations 2013 exclude perishable goods from the 14-day cooling-off right. If you received perishable goods you paid for, Bella and Duke will only accept returns if the product is faulty. See returns policy.

Before you cancel: negotiate

Bella and Duke is known to resolve delivery or quality issues quickly and to offer refunds, discounts or credit when customers submit photographs of damaged or split packets. A Trustpilot testimonial states: "Great food with great deliveries and any problems solved by a quick phone call. B & D respond quickly - had a few packets delivered that had split - sent photos and they agreed immediately to refund/ knock price of these off next delivery - can’t fault them for their service. Quick, efficient and understanding." If you want to negotiate retention offers, use the website chat or call 01738 505031 and request either a price review, a temporary pause, or a one-off discount on your next box.

What cancelling saves you - price math

Example plans published by Bella and Duke: Dog plan from £35.40 per month and Cat plan from £11.70 per month. Yearly totals: £35.40 x 12 = £424.80 per year for the dog plan. £11.70 x 12 = £140.40 per year for the cat plan. Bella and Duke also advertises discounts for new customers: up to £53.88 off the first box, £40.42 off the second, and £26.95 off the third. If you cancel after free-trial discounts, the first-year net cost could be reduced by £121.25 if you applied all three discounts (£53.88 + £40.42 + £26.95 = £121.25).

Compare to a competitor example: Woofbox subscription listed at £34.99 per month. Annual cost for Woofbox is £34.99 x 12 = £419.88 per year. Savings if you switch from Bella and Duke dog plan: £424.80 - £419.88 = £4.92 per year. Bella and Duke's cheapest published annual plan remains £424.80 for the example dog plan; Bella and Duke dog annual price shown by the company is also £424.80.

Key UK consumer law

The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill and prohibits unfair contract terms. The Consumer Contracts Regulations 2013 provide a 14-day cooling-off period for most online sales but exclude perishable goods like raw pet food.

Auto-renewal and unfair cancellation terms

The Competition and Markets Authority (CMA) treats hard-to-cancel subscriptions and unclear auto-renewal terms as potential unfair practices. If you believe cancellation barriers are unfair, cite CMA guidance when escalating.

Escalation steps

1) Complain to Bella and Duke first via chat, phone or email. 2) If unresolved, contact Citizens Advice for guidance and next steps. 3) For qualifying card payments use Section 75 or ask your card issuer for a chargeback. 4) If the matter is a sector-regulated dispute, escalate to the relevant ombudsman. The Citizens Advice helpline can be consulted for specifics.

Check final billing

Confirm whether an upcoming delivery was already charged. Bella and Duke states that cancelling will not cancel or refund an upcoming delivery if payment has already been taken.

Access and data

Ask for confirmation that your subscription has been cancelled and request what personal data will be retained. If you want your account deleted, request deletion by emailing [email protected] and keep the reply.

Re-activation

You can re-activate your Bella and Duke subscription by signing in and re-subscribing or contacting Customer Care. Any promotional discounts previously applied may not be reissued.

Before you cancel, complete the following checklist to protect your rights and money.

• Log in and attempt cancellation via the website chat (Buddy) and save the chat transcript.
• Check the cut-off time and ensure cancellation is before 48 hours if you want to avoid the next delivery charge.
• If you were charged for an already-dispatched delivery, keep the order reference and payment receipt.
• If goods are faulty, take dated photos and email them to [email protected] and keep the reply.
• If you call 01738 505031, note date, time and agent name; request a confirmation email.
• Consider sending a registered cancellation letter to Bella and Duke, 65 Haymarket Terrace, EH12 5HD Edinburgh, United Kingdom if other methods fail.
• If cancellation is refused and you paid by credit card, check Section 75 rights with your card issuer.