Cancel Pooch & Mutt the easy way

Overview

Pooch & Mutt is a UK-based pet food brand selling dry and wet dog food, treats, chews, dental sticks and supplements focused on health needs such as digestion, mobility and calming. The business operates direct-to-consumer sales with one-off orders and a Subscribe and Save subscription option.

How they sell

Pooch & Mutt offers one-off purchases and subscriptions that provide 25% off recurring orders; a first-subscription code WELCOME35 provides a 35% discount on the initial order. Standard UK delivery is free for orders over £39.99. Delivery charges for lower baskets are published: £1.99 for orders up to £9.99, £2.49 for orders between £10.00 and £19.99, and £4.99 for orders between £20.00 and £39.98.

Company facts

Web - cancel via your account

1. Go to Pooch & Mutt contact or sign in on the website.
2. Open Your Account then Subscriptions or Orders.
3. Select the subscription you want to stop then choose Cancel, Skip or Change frequency.
4. Confirm the change on-screen and keep the confirmation email as proof.

Confirmation Email link

1. Open the subscription confirmation email you received when you first subscribed.
2. Click the subscription management link inside the email.
3. Choose Cancel or change next delivery date then confirm.
4. Save the resulting confirmation email as proof.

Email

1. Send an email to [email protected] using the address on your order account.
2. Include your full name, order number and the exact instruction: "Cancel subscription" or "Cancel order."
3. Request a written confirmation and keep their response as proof.

Phone

1. Check Pooch & Mutt contact for phone availability. If a number is shown, call and provide your order number.
2. Ask the agent to cancel or stop the next shipment and request a confirmation email.
3. If phone is not answered, follow up by email and keep timestamps.

Post (registered letter)

1. Write a clear statement: name, address, order number, which subscription or order to cancel, signature and date.
2. Send by signed-for post to: Pooch & Mutt, Unit 1, The IO Centre, Whittle Way, Arlington Business Park, RG7 4GB Reading, United Kingdom.
3. Keep the signed-for receipt as proof of delivery.

Cooling-off period - change your mind within 14 days

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days after receiving goods to change your mind and get a full refund for most online purchases. To exercise this right, inform Pooch & Mutt by email or clear statement including your order number. If the product has not been dispatched, refund must be made within 14 days of notification. If the product is returned, refund must be made within 14 days of receipt or of evidence you returned it.

Required proof documents: order number, name, delivery date, proof of return (tracked postage receipt) when applicable.

Price increase

If Pooch & Mutt raises the subscription price and your contract allows you to terminate for that reason, you can cancel. Check the email or Terms and Conditions for notice Pooch & Mutt must give. If the company changes core terms without your agreement, you may cancel and claim refund under the Consumer Contracts Regulations 2013 where applicable and under contract law principles in the Consumer Rights Act 2015.

Required proof documents: notice of price increase (email or written), order/subscription ID.

Death of the subscriber

If the subscriber dies, authorising relatives or the estate executor may cancel the subscription. Contact Pooch & Mutt by email with proof such as a death certificate and a document showing legal authority to act for the estate if required.

Required proof documents: death certificate and executor ID or proof of authority.

Legitimate ground - wrong or faulty goods

Pooch & Mutt accepts returns and refunds for products not as described, unfit or defective under the Consumer Rights Act 2015. The delivery and returns page lists exceptions: perishable goods or products unsealed after delivery cannot be returned for hygiene reasons. Pooch & Mutt may reduce refunds if goods are not 'as new'.

Required proof documents: photos of the defect, order number, delivery date and any correspondence with Pooch & Mutt.

End of commitment / subscription expiry

Subscriptions can be cancelled at any time. To stop further renewals, cancel via your online account or the link in your confirmation email before midnight of the day before the renewal date.

Required proof documents: cancellation confirmation email or screenshot showing cancellation timestamp.

Immediate cancellation of a pre-dispatch order

If you contact Pooch & Mutt to cancel before the order is dispatched, provide the order number immediately. The company states you must notify them before dispatch to prevent the order being sent. For subscriptions, cancellation must be made before midnight of the day before renewal.

Required proof documents: email with timestamp, confirmation email from Pooch & Mutt.

Before cancelling: negotiate

Pooch & Mutt publicly offers 25% off recurring subscriptions and a one-time 35% off first subscription with code WELCOME35. Subscribers can skip, swap or cancel anytime. There are no reported regular retention phone offers documented in the research, but you can request a retention discount by contacting support via email at [email protected] or by using the subscription management link and asking customer service to match an offer. When you ask, include your order number, the exact cancellation reason and a request for either a discount, delivery delay or product swap. Save any written offers as proof.

What cancelling saves you - concrete maths

Example plan savings on real prices:

• Multipack Wet Food subscription: £18.74 per month. Yearly cost = £18.74 x 12 = £224.88 per year.
• Puppy Complete Dry Superfood subscription: £6.74 per month. Yearly cost = £6.74 x 12 = £80.88 per year.
• Multipack Wet Food one-off: £24.99 per order. If bought monthly, yearly cost = £24.99 x 12 = £299.88 per year.
• Chicken Complete Dry Dog Food one-off: £79.99.

Cheapest real alternative from competitors in the research: Bella & Duke is listed at approximately £60 per month = £720 per year, which is more expensive than Pooch & Mutt subscription prices. If you cancel a Multipack Wet Food subscription at £18.74 per month you save £224.88 per year compared with staying on that subscription. If you switch from a £24.99 monthly one-off to the £18.74 subscription you save £6.25 per month = £75.00 per year.

Key UK consumer law

Your rights are protected by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which gives a 14 day cooling-off period for most online purchases, and the Consumer Rights Act 2015 which requires goods to be as described, fit for purpose and of satisfactory quality. Use these laws when a product is faulty or a seller refuses a lawful refund.

Auto-renewal and hard-to-cancel subscriptions

The Competition and Markets Authority flags hard-to-cancel subscriptions and unclear auto-renewal terms as potential unfair trading practices. Pooch & Mutt must allow cancellation without undue friction; you can cancel via your account or the link in confirmation emails. Keep copies of confirmations and timestamps showing you cancelled before a renewal date.

Escalation path

1) Complain to Pooch & Mutt first using [email protected] and the contact page. 2) Seek advice from Citizens Advice if unresolved. 3) If you paid by credit card and transaction qualifies, consider a Section 75 claim. 4) For debit/credit card disputes, contact your card issuer to request chargeback. 5) If the issue involves a wider regulatory breach, report to the Competition and Markets Authority or seek legal advice.

Check final billing and refunds

After cancellation, check your bank or card statement for any refunds. Pooch & Mutt says refunds are made using the same payment method and processed without fees, as soon as possible and no later than 14 days after they receive the product back or 14 days after you notify them if product not dispatched. If you do not receive a refund in 14 days, contact support and keep records.

Data and account access

Decide whether you want to keep your online account for future purchases or ask Pooch & Mutt to delete your personal data. Request account deletion by emailing [email protected] and keep their written reply. Export any invoices or receipts you need for tax or pet care records before deletion.

Re-activation and re-subscription

You can re-subscribe at any time via the website. Re-subscribing may allow you to use promotional codes such as WELCOME35 for first-subscription discounts if applicable. Keep a copy of any re-subscription confirmation email.

Follow this checklist to make cancelling effective and to protect your rights.

• Find your order number and subscription ID in your account or confirmation email.
• Decide the preferred cancellation channel: online account or confirmation email link is fastest.
• If cancelling by email, send to [email protected] and request written confirmation.
• If cancelling by post, send a signed registered letter to: Pooch & Mutt, Unit 1, The IO Centre, Whittle Way, Arlington Business Park, RG7 4GB Reading, United Kingdom and keep the receipt.
• Keep screenshots of on-screen cancellation confirmations and all email replies.
• If you expect a refund, note the 14 day statutory deadline from the date they receive returned goods or from your notification if not dispatched.
• Check bank statements to confirm refund arrival; escalate to your card issuer or Citizens Advice if refund not received after 14 days.