Refund policy

Effective Date: 30.09.25

At MENALAFY LIMITED, we want you to feel confident about your subscription. This page explains how cancellations, refunds, failed deliveries, and plan changes work.
It also includes answers to the most frequently asked questions (FAQ).

1. Subscription Cancellations

  • You can cancel your subscription anytime from your account dashboard or by contacting us at [email protected].

  • To avoid charges for the next billing cycle, please cancel at least 3 days before your renewal date.

  • If you cancel after the cutoff period, the next box or delivery will still ship, and your plan will officially end afterward.

  • Once a renewal payment has been processed and the order is prepared or shipped, it generally cannot be canceled.

2. Refund Policy

We want every subscriber to be satisfied, but because our boxes/products are custom-prepared and packed on a fixed schedule, we generally do not issue refunds once an order has been processed or shipped.

However, you may qualify for a refund, credit, or replacement if:

  • Damaged or Defective Items:
    Contact us within 5 days of delivery with photos and a description of the issue.

  • Missing Items:
    Notify us promptly if your delivery is incomplete so we can correct the order or provide credit.

To request a refund or credit, email [email protected] with:

  • Your order number,

  • A description of the issue,

  • Supporting photos (if applicable).

We may request additional information to verify your claim.

3. Plan Changes (Upgrade, Downgrade, Pause)

  • You can upgrade, downgrade, or pause your plan anytime in your account settings.

  • Changes made before the renewal date will apply to the next billing cycle or delivery.

  • If you upgrade, the price difference may be charged immediately to activate new benefits.

  • If you pause, your billing will stop temporarily and resume at the next scheduled cycle when you reactivate.

4. Failed Deliveries & Incorrect Addresses

  • If delivery fails because of an incorrect address or a missed delivery window, we will attempt one free re-delivery.

  • If re-delivery fails again, we may charge additional shipping fees or cancel the order at our discretion.

  • Always keep your shipping address up to date in your account.

5. Non-Refundable Items & Exceptions

The following items and fees are non-refundable:

  • Shipping costs (if applicable) once a package has been shipped.

  • Orders already in transit or marked as delivered.

  • Subscription renewals not canceled before the cutoff period.

6. Processing Time for Refunds

  • Approved refunds are processed back to your original payment method within 5–10 business days, depending on your bank or payment provider.

  • Store credits, if offered, will be applied to your account immediately.

7. Frequently Asked Questions (FAQ)

How do I get enrolled into the membership?

By selecting one of the subscription plans available on bestpawsupply.com (Puppy Care, Adult Pack, Full House) and completing the registration process.
During any trial period (if offered), you will have full access to the membership plan. When the trial ends, your automatic payment will process, and the full price of the chosen plan will be charged to your selected payment method.

How does the recurring charge of the membership work?

Your membership is billed on a recurring basis (usually monthly, unless stated otherwise). The fee is automatically charged to your selected payment method on the renewal date.

How do I cancel my membership?

  • Log into your account and go to “My Account” → “Cancel Membership” and click Cancel.

  • Or contact our customer support team at [email protected] (email or live chat, if available).

  • Follow the cancellation confirmation steps.

You will receive a confirmation email once your cancellation is processed.

Please note: You may not be able to cancel within the first 24 hours after signing up while your registration is being fully set up.

If I cancel my membership, will I receive a refund?

We do not issue refunds on the membership plan price once it has been billed, because you gain immediate full access to all membership services after payment.

I have ordered a product and cancelled my membership. Will I still receive my product?

Yes. Any products ordered while you were a member will still be shipped to you even if you cancel your membership after ordering, as long as the order has not been canceled before shipping.

How long will delivery of my products take?

Once an order is shipped, it typically arrives within 2–7 business days, depending on your location and shipping carrier.

How do I return an order?

If you wish to return a product, contact our customer service team at [email protected], and we will guide you through the process.
To speed up the process, please include:

  • Your name

  • Order number

  • Reason for return

  • Any additional relevant information

For more details, review our full Terms & Conditions and Refund Policy.

The products must be sent to the following address: 11b Office Suite 8, Gladstone Place, Stirling, Scotland, FK8 2NN

8. Changes to This Policy

We may update this Refund & Cancellation Policy periodically. Changes will take effect when posted on this page. Please review it regularly.

9. Contact Us

Have questions about cancellations, refunds, or deliveries? We’re here to help:

  • Email: [email protected]

  • Address: 11b Office Suite 8, Gladstone Place, Stirling, Scotland, FK8 2NN