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Returns and refunds might be necessary for a number of reasons.
Our aim is for pets and their people to find value in our products and services.
If you are dissatisfied for any reason, please contact us.
The palatability of ROYAL CANIN formulas is guaranteed.
So, in the unlikely event your pet refuses to eat their ROYAL CANIN diet, we offer a 100% refund on all products.
Pets, particularly cats, may be sensitive to subtle variations in diets.
However, our palatability trials have clearly shown a preference for ROYAL CANIN products.
If you purchase a product and your pet refuses to eat it after following the Transition Protocol, please contact us.
When changing diets, remember to buy your ROYAL CANIN products a week in advance. This will allow you to follow the ideal Transition Protocol.
When introducing your pet to a new diet, do it gradually over 7 days. This will help avoid digestive upset.
We suggest the following:
• Days 1-2: Mix 75% old food with 25% new food.
• Days 3-5: Mix 50% old food with 50% new food.
• Days 6-7: Mix 25% old food with 75 % new food.
• Day 8: You can now feed your pet 100% of the new food.
This guide is also useful each time you open a new pack of food.
Return the entire uneaten portion, in the original packaging.
We will happily replace or refund items that are defective or damaged.
If you ordered the wrong product and would like to return it, we are happy to help.
Please note that you are responsible for paying the courier costs when returning items.
We will notify you when your return or exchange has been received.
Next we will inspect the returned / exchanged items to determine if a refund is in order.
Please allow us 72-hours to process your refund from when we receive the items.
Approval for palatability guarantee refunds are based on the amount of product used; arrival in original packaging and confirmation that the product was purchased from us.
Approval for returns & exchanges are based on the condition of the packaging; resellability and confirmation that the product was purchased from us.
Refunds are based on the product price.
We do not refund courier costs for the original order or the return.
Once approved, your refund is processed and a credit coupon will be emailed to you.
Redeem this coupon against your next order.
Click HERE for all queries related to returns, exchanges and refunds.
Our return address is 21 Starfish Way, Atlantic Beach Estate, Cape Town, 7441.
