Cancel Pure Pet Food the easy way

Overview

Pure Pet Food is a UK-based subscription service that delivers tailored, vet-approved fresh dog meals. Plans are personalised by age, breed, size, weight and activity level and delivered to your door with free delivery.

Who it is for

Pure Pet Food targets UK dog owners who want fresh, human-grade ingredients and a tailored feeding plan. The service emphasises meal quality, variety and convenience.

How it works

Customers complete an online quiz to receive a tailored plan. Delivery frequency is selectable and the subscription can be edited or cancelled through the online account or by contacting customer service.

Web - cancel via your online account

1. Go to https://www.purepetfood.com/ and sign in to your account.
2. Open subscriptions or orders and select the subscription you want to cancel.
3. Make the change or select Cancel. Complete any confirmation prompts.
4. Ensure the change is made before 23:59 the day before your billing date to stop the next payment.
5. Save or screenshot the cancellation confirmation email from Pure Pet Food for your records.

iOS - if you used an app or Apple Pay

1. Pure Pet Food does not publish a dedicated iOS cancellation flow. If you subscribed through Apple, check your Apple subscriptions in Settings and cancel via Apple if applicable.
2. If unsure, contact [email protected] with your Apple order reference and ask them to confirm cancellation.
3. Keep any Apple subscription cancellation screenshot as proof.

Android - if you used Google Play

1. Pure Pet Food does not publish a dedicated Android cancellation flow. If you subscribed via Google Play, open Google Play subscriptions and cancel there.
2. Email [email protected] with your Google Play order reference to request confirmation.
3. Retain screenshots and any reply email as proof.

Phone - quickest for future orders

1. Call 01138 680 997 between 08:30 and 17:00, Monday to Friday.
2. Provide your name, order number and address.
3. Ask the agent to confirm cancellation for future orders and to send written confirmation by email.
4. Note the agent name, time of call and confirmation reference if given.

Email - request written confirmation

1. Email [email protected] or [email protected] with your name, order number and request to cancel the subscription.
2. Include reason and request a confirmation email stating the effective date.
3. Keep the reply email as proof; if no reply within 48 hours, call customer service.

Post - registered letter

1. Write a cancellation letter with name, order number, address and signature.
2. Send by Recorded Delivery to Pure Pet Food, Unit 4 Chain Bar Road, BD19 3QF Cleckheaton, United Kingdom.
3. Keep the delivery receipt and store confirmation of delivery. Allow processing time after receipt.

Cooling-off (14 day statutory right)

If you bought non-personalised goods online you have a 14 calendar day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To exercise this right notify Pure Pet Food by emailing [email protected] before the 14-day deadline with your name, order number and items to return. Returned goods must be unopened, unused and in original condition. You must return them within 14 days of notification at your cost unless the goods are faulty. Once Pure Pet Food receives and inspects the items they will refund the original payment method within 14 days.

Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Price increase

If Pure Pet Food revises its terms or increases prices and you do not accept, you can cancel. Research states Pure Pet Food allows cancellation and return of relevant products already received for a full refund including delivery charges if you reject the new terms. Email [email protected] and keep the policy or email that notified you of the change as proof.

Applicable law: Consumer Rights Act 2015 regarding unfair terms; Consumer Contracts Regulations 2013 for information obligations.

Moving house

To cancel due to moving, contact customer service at [email protected] or call 01138 680 997 and provide your new address and effective cancellation date. Proof documents acceptable are a utility bill or tenancy agreement showing the new address. Pure Pet Food does not publish a fixed rule; they process moves or cancellations via customer service.

Death of the subscriber

Pure Pet Food does not publish a specific policy for subscriber death. Contact [email protected] and provide a copy of the death certificate and proof of authority to act on the account. The company handles such requests on a case-by-case basis.

Legitimate grounds accepted by Pure Pet Food (fault, damage, mis-description)

If goods are faulty, damaged or not as described, Pure Pet Food will reimburse return postage and refund within 5 working days of receipt once the fault is confirmed. Notify [email protected] and include photos, order number and description of the fault. Keep proof of postage if returning items.

Applicable law: Consumer Rights Act 2015 for goods not of satisfactory quality.

End of commitment

Pure Pet Food does not publish a minimum commitment term. Changes and cancellations are governed by the subscription terms in your account and must meet the cut-off of 23:59 the day before your billing date to stop the next delivery.

Before cancelling: how to negotiate with Pure Pet Food

Pure Pet Food commonly offers new customer discounts such as 40% off the first box. Research shows customers sometimes received promotional discounts at events and on initial sign-up. To ask for retention offers call 01138 680 997 or email [email protected] and reference your account, current price and the offer you received earlier. Ask specifically for a loyalty discount or a trial box price. If you are offered a discount ask for the expiry date and written confirmation by email.

What cancelling will save you - yearly math

Use the monthly plan prices from Pure Pet Food to calculate yearly cost.

Small dog plan: 45.90 x 12 = 551.00? No. Exact calculation: 45.90 x 12 = 550.80. Annual cost = £550.80.

Medium dog plan: 54.90 x 12 = 658.80. Annual cost = £658.80.

Large dog plan: 66.30 x 12 = 795.60. Annual cost = £795.60.

Extra large plan: 73.20 x 12 = 878.40. Annual cost = £878.40.

Cheapest real alternative from the research is Naturo: 25.20 x 12 = £302.40 per year. Example yearly saving by cancelling Pure Pet Food Small plan and switching to Naturo: £550.80 - £302.40 = £248.40 saved per year.

Another competitor from research, Years, has monthly £31.85 and annual £382.20. Saving vs Pure Pet Food Small plan: £550.80 - £382.20 = £168.60 per year.

Key UK consumer law

Your cancellation and refund rights are protected by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. The Consumer Contracts Regulations give a 14-day cooling-off period for most online purchases of goods. The Consumer Rights Act 2015 requires services and goods to be provided with reasonable care and skill and prevents unfair contract terms that create a significant imbalance to the consumer.

Auto-renewal and hard-to-cancel subscriptions

The Competition and Markets Authority (CMA) treats unclear auto-renewal and hard-to-cancel subscriptions as potential unfair practices. If you cannot cancel because of an unclear process, keep evidence of attempts and escalate to Citizens Advice and the CMA if the trader does not resolve the issue.

How to escalate

1) Complain to Pure Pet Food by email [email protected] or by post to Unit 4 Chain Bar Road, BD19 3QF Cleckheaton.

2) If unresolved, seek advice from Citizens Advice and consider filing a complaint with the CMA online.

3) For card payments that qualify, use Section 75 or chargeback via your card issuer to recover sums where Pure Pet Food has breached contract or not delivered.

Check final billing and refunds

After cancellation check your bank statement for any final charges. If you cancelled within the statutory 14-day cooling-off period for non-personalised goods and returned unopened items, the refund should be processed within 14 days of the company receiving the returned goods or confirmation of collection. For refunds arising from faulty goods Pure Pet Food states they will refund within 5 working days of receipt if the fault is confirmed to be theirs.

Returns and evidence

If you need to return items contact [email protected] with photos and order details. Send returns by a tracked carrier and keep the receipt. If you refused delivery this does not automatically entitle you to a refund according to the research; follow returns instructions and notify Pure Pet Food.

Account access and reactivation

Deleting or cancelling the subscription does not delete your account data automatically. To reactivate, sign in to your account and restart your subscription or contact [email protected]. Retain your cancellation confirmation email; request written confirmation that your billing and subscription have been stopped.

Use this checklist to cancel and protect your rights.

• Locate your order number and account email.
• If you qualify for the 14-day cooling-off period, email [email protected] before the end of day 14 to notify cancellation.
• Cancel in your online account before 23:59 the day before your billing date to stop the next payment.
• If using phone, call 01138 680 997 Mon-Fri 08:30-17:00 and request written confirmation.
• Keep all confirmation emails, screenshots and call notes as proof.
• If returning goods, use tracked postage and keep the receipt. Return unopened goods within 14 days of notifying cancellation when using the cooling-off right.
• If a refund is overdue, contact support and, if unresolved, seek Citizens Advice and consider Section 75 or chargeback.