Returns & Complaints

Did you receive an incorrect or damaged item? First of all, our apologies for this inconvenience. We would like to resolve this as quickly as possible for you: please contact us and let us know what went wrong.

We would appreciate photos of:

• The damaged or incorrect product,
• any protective material used (inside the box),
• the outside of the box,
• and finally, a photo of a clearly legible shipping label.

Mistakes happen, but we are eager to resolve them as quickly as possible. If the issue is our fault, we will naturally provide a free solution.

Whether you tried new food or your pet suddenly refuses to eat their food, it can be a stressful situation.

• Packages that have already been opened cannot be returned. Perhaps another pet would enjoy it? Shelters will also gladly accept the food.
• If you purchased additional bags that are unopened and in good condition, we will gladly accept their return. Please note a return fee of 7.50 euros applies.

To start a return, please contact us. Once your return is registered and approved by us, you can choose between two options:

• You can bring the item to one of our stores free of charge. You will receive a voucher in return.
• If you prefer to return via PostNL, we will provide you with a return label and instructions on how and where to send the package. The return fee is 7.50 euros, which will be deducted from your refund.

Note: Items sent back to us without prior return approval will not be accepted.

We regret that the item does not meet your expectations. You can always return an item within 14 days of receipt without providing a reason.

Note:

• The item must be unopened and in its original packaging.
• If you choose to bring the item to one of our stores, no return fees will be charged.
• If you choose to return via PostNL, a fee of 7.50 euros applies and will be deducted from your refund.

All products must be in original, unopened condition.

Once your return has been approved after our inspection, you will automatically be refunded via your original payment method within the legal period of 14 days. Please keep in mind that it may take some time for your bank or credit card company to process the refund.

If your return is not accepted, we will notify you.

Are you dissatisfied with our service? We appreciate it if you address your concerns to us first. We always act with the best intentions for you and your pet. Together, we can find a good solution.

If you would still like to file an official complaint, you can initiate a dispute procedure with the Consumer Ombudsman Service or the European Dispute Resolution Platform.