ROYAL CANIN® prides itself on the quality and palatability of our diets and offers a full money back guarantee on all our diets for your clients.
We are so confident that pets will love ROYAL CANIN® that we offer a 100% money back guarantee on the satisfaction of our food. Terms and conditions apply:
- The Satisfaction Guarantee can be used when your pet is refusing to eat the food on your first purchase of the product.
- Satisfaction Guarantee is only applicable to either dry or wet:
•One single bag of ROYAL CANIN® dry, in its original packaging.
•One retail multipack consisting of 12/48 pouches, one case (product dependent may contain 12/24 cans), one vet one outer of 4 boxes (48 pouches) or one vet case (product dependent may contain 12/24 cans) of ROYAL CANIN® wet food. - ROYAL CANIN® products bought in conjunction with a promotion will be refunded at the price purchased. Promotional giveaways must be returned for the full refund to be complete.
- It is at the retailer’s discretion to honour the Satisfaction Guarantee. For purchases made online, the return cost will be at the expense of the customer.
- The offer is limited to one per household and to persons living in the United Kingdom or Republic of Ireland, excluding ROYAL CANIN® staff.
- For a refund to be made you will be required to supply your retailer with the remaining contents of food or a photo in its original packaging containing at least 75% of the food (by weight), and must still be in date, a valid proof of purchase (relating to the retailer through which you are claiming a refund), a written letter (at least five lines) explaining what happened when you introduced the food along with, your name, address and contact details.
- You may be required to fill out a request form supplying your signature and ticking an authorisation box to confirm you have read and understood how your information will be held, giving your consent to ROYAL CANIN® to hold your information for verification and auditing purposes. Please be aware ROYAL CANIN® will hold this form including the information you have supplied for verification and auditing purposes for a maximum of seven years.
- ROYAL CANIN® will take all reasonable precautions to keep the details of your refund application secure, but unless ROYAL CANIN® is negligent, we shall not be liable for unauthorised access to the information you provide about yourself for the purpose of fulfilling your refund application, unless you agree otherwise.
- ROYAL CANIN® reserves the right to end this activity at its discretion at any time without notice.
There are some circumstances where the satisfaction guarantee doesn’t apply:
- Suitability will not be covered by the Satisfaction Guarantee, as this is not a product issue, it is just unfortunate that the product does not suit your pet.
- Incorrect product ordered. Order errors are not covered under the Satisfaction Guarantee. If you have ordered or received the wrong product, please contact the retailer directly to understand their policy on refunds and replacements.
- Change of dietary requirements will not be covered by the Satisfaction Guarantee. If you have any unopened products, please contact your retailer directly to find out if you can return the product, this will be at the retailer’s discretion.
For more information about our Privacy and Legal information please visit: www.mars.com/privacy-policy and www.mars.com/legal