Policies

Welcome to Guinea Gourmet Treats! Our dedication to providing the best for your furry friends is reflected in our policies. Please read through them to understand our commitments and practices.

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🐹🛍️ Shop Policy: Your Furry Friends Deserve the Best! 🌟📦

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1. Product Suitability

All our products are guinea pig- and rabbit-friendly, unless explicitly stated otherwise on the packaging. Always supervise when offering new treats or forages.

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2. Handmade and Packed with Care

We take pride in crafting and packaging all items by hand, ensuring they are whole and well-made at dispatch. However, please note that any breakage during postal handling does not qualify for replacement.

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3. Quality Guarantee

If you receive any items with mould or severe breakage, we will refund the item or send out a replacement free of charge. Please provide photo evidence within 48 hours of receipt.

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4. Refunds and Replacements

We offer refunds up to 30 days from the order date, but items must be returned at the customer’s expense. Once we receive the returned item, the refund will be processed. Alternatively, if you paid via PayPal, you can use their refund process. We also provide replacements per the Quality Guarantee.

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5. Wrong Parcel Delivered

If you receive the wrong parcel, we will send you the correct one, and you can keep the wrong one as our apology.

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6. Shipping Details

We use Inpost courier service for deliveries, which typically take 3–5 working days.
If you select Inpost parcel box delivery but do not specify the parcel box location you want your order sent to, we will automatically choose the nearest available Inpost box to your delivery address. Please double-check your delivery preferences at checkout to avoid confusion or delays.

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7. Quick Processing and Dispatch

We aim to process and post your order within 1–3 working days, always aiming for the next working day. We will contact you if there’s any delay.

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8. Tracking and Delivery Updates

You will receive a tracking number with an estimated delivery date. Please note this is an estimate, not a guaranteed delivery date.

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9. Delayed Parcel Delivery

If your parcel hasn’t arrived within 7 working days past the estimated delivery date, and you’ve contacted the courier (proof required), we will send a replacement. If the original parcel eventually arrives, keep it as a gesture of apology.

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10. Weight Accuracy

We strive for exact weights, but please understand weights may slightly vary. This does not change the measured quantity of the product.

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11. Order Processing Times

Orders placed after opening hours will be processed the next day.

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12. Handcrafted with Love

All products are lovingly handmade, dehydrated, and packed with care. Occasionally, during high order volumes, we may prepare products fresh for your order, which may result in a 3–5 day dispatch/collection period. We will keep you informed to ensure transparency.

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ADDITIONAL POLICIES

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13. Soft-Dried Product Disclaimer

Our soft-dried forage is made to order and more perishable than fully dried products. While we take every care to dry, prepare, and pack it carefully:

• Soft-dried products must be opened immediately upon arrival.

• Customers are responsible for proper storage (cool, dry, well-ventilated) after delivery.

• Soft-dried products should be used within 7–14 days of delivery for best quality.

• We cannot be responsible for spoilage caused by delayed collection, improper storage, or extended transit.

• Please check soft-dried products daily for signs of moisture or mould before feeding.

By purchasing soft-dried products, you acknowledge these care requirements and agree that refunds or replacements will only be issued if severe spoilage or damage is reported within 48 hours of delivery.

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14. Sustainability Commitment

We are committed to using eco-friendly packaging and sustainable practices in all areas of the business — from sourcing ingredients to packing materials — always prioritising the environment and animal well-being.

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15. Community Support

A portion of proceeds supports Guinea Garden Sanctuary and other animal rescue initiatives. We believe in giving back, ensuring more animals receive the care they deserve.

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16. Customer Service

We are here to help! Please reach out on Facebook or WhatsApp if you have any questions or concerns. We strive to provide excellent customer service and ensure your satisfaction.

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THANK YOU 💚🐾

We appreciate your support and understanding as we prioritise the health, happiness, and safety of your furry friends.
Thank you for being part of the Guinea Gourmet Treats family!
www.guineagourmettreats.co.uk