Royal Canin New Return Policy
We have recently been notified by Royal Canin that their return policy has changed. Previously, returning your pets’ food for any reason has been a viable option. This is no longer the case.
The following is the new policy.
Palatability Guarantee: To be eligible for a refund under the Royal Canin Palatability Guarantee, you must confirm that at least 50% of the product (by weight) remains uneaten, and the product must be within its best-by date.
Damages and incorrect shipments: Any damaged or incorrect product shipments must be reported 14 days from the date of delivery. You will be required to supply Royal Canin with photographs clearly showing the damage or incorrect product.
Quality concerns: Quality concerns may require supplying Royal Canin with photographs as requested.
Exclusions: Royal Canin does not accept returns, nor provide refunds for: expired products, products unused due to incorrect ordering (quantity or product), change in diet, or products that are no longer needed. Royal Canin reserves the right to deny Guarantee requests in its discretion in cases of suspected fraud or abuse of the Royal Canin 100% Satisfaction Guarantee. Royal Canin reserves the right to modify this Satisfaction Guarantee Credit and Refund Policy at any time.
Why are we sharing this information?
Our return policy on Royal Canin food will now follow the above guidelines. This means we will no longer be able to credit accounts due to change in diet or if the food is no longer needed. This does not pertain to Hills or Purina products.
Due to the limited time to process returns, any orders we receive will now be inspected. This means the cases of wet food will be opened and checked for damage.
If you order your pet’s food online, the return policy is the same. We urge you to check your home deliveries for damage as soon as you receive them.
We would like to thank you for your patience as we adjust to Royal Canin’s new policy. If you have any questions regarding returns for online orders or how to submit a refund request for online orders, please do not hesitate to give our office a call.