Returns
Every consumer who makes an online purchase has, under the Dutch “Distance Selling” law, the right to return the purchased product in its original packaging and condition, without giving a reason. At Riverwood, of course, this is no different.
When you make a purchase as a consumer, you have 14 calendar days to cancel the agreement without providing a reason.
This period begins the day after the order is received by or on behalf of the consumer. During this period (14 calendar days), the consumer must handle the product and packaging with care. You may only unpack or use the product to the extent necessary to determine whether you wish to keep it. If you exercise your right of withdrawal, the product must be returned with all included accessories and—if reasonably possible—in its original condition and packaging. If the product is damaged or the packaging shows more wear than necessary to inspect it, we may charge you for the reduction in value. Therefore, handle the product with care and ensure it is properly packaged for return.
I want to return an item, what now?
Always notify us before returning an item
You can do this by sending an email to info@riverwoodpetfood.com. Include your contact details, order number, and reason for the return.
Or click here to download our return form
Return period and conditions
The customer has the right to cancel the agreement within 14 calendar days after receiving the item, without giving a reason. After this period, the customer still has 14 days to return the item. The cancellation must be communicated to Riverwood in writing or by email. In the event of cancellation, the item must be returned immediately and responsibly (i.e., with minimal risk of damage) and according to our instructions.
After this period has expired, it is no longer possible to cancel the agreement without a reason, and the customer is deemed to have accepted the products and/or services. The following additional conditions apply to exercise the right of return: the product must be returned in new condition, i.e., undamaged, complete, and in its original packaging. The right of return does not apply to opened products. The original invoice must be included.
Returning trial packs + kitten- & puppy packs
Would you like to introduce your four-legged friend to the quality of Riverwood in an affordable way? Our trial packs offer you the perfect opportunity to try our products at a special reduced price. To make it even more attractive, there are no shipping costs for these packs.
Return conditions:
Due to the high discount and free shipping, we have a strict return policy for our sample packs:
- Completely unused: A sample pack can only be returned if the entire pack is unused and unopened. Once any of the products have been used, the right to return expires.
- No taste guarantee: The taste guarantee does not apply to our sample packs.
Return shipping costs
The cost of returning a product is the responsibility of the customer. For returns sent to Riverwood, the risk of damage and/or loss remains with the customer until the item is received by Riverwood. We therefore recommend sending the return package by registered mail. Returns that are insufficiently prepaid will be refused.
Note: Return shipping costs vary by carrier. Below is a list of commonly used carriers:
– https://www.postnl.nl/
– https://www.dhl.com/nl-nl/home.html
– https://www.ups.com/nl/nl/home
Confirmation of return receipt
Once your return has arrived, you will receive confirmation within 5 working days that Riverwood has received the package.
Inspection of returned items
Upon receipt, the returned product will be inspected. If it is incomplete, used, damaged, or no longer resalable as “new,” Riverwood reserves the right to either return the package to you at our expense or propose a settlement for the amount we can refund. Riverwood also reserves the right to refuse the package and return it to you.
Refund period after return or cancellation
The total order amount, including any shipping fees, will be refunded within 14 days of notifying us of the return. We may request proof of shipment before processing the refund.
Consequences of withdrawal
If you cancel the agreement, you will receive a full refund of all payments made, including any shipping costs. If you only return part of your order, delivery costs will not be refunded. We will refund the total purchase amount (including shipping and payment costs) as soon as possible, but no later than 14 days after receiving the cancellation notice. However, we may wait to refund until we have received the products or until you have provided proof of shipment.
Refunds will be made using the same payment method used for the original transaction unless you explicitly request otherwise. No fees will be charged for the refund.
You must return the goods as soon as possible, and no later than 14 days from the day you notified us of your withdrawal. You are on time if you send the products before the 14-day period expires. Return shipping costs (€7.95) are your responsibility.
Return conditions
The item must be returned under the following conditions:
- Notification of cancellation must be made within 30 calendar days of delivery.
- The buyer must return the products within the specified period.
Returned products must be:
- complete and undamaged;
- unused;
- in the original packaging, if reasonably possible (no writing on packaging).
During the reflection period (30 days after receiving your order), you may use the product as you would in a store. However, if the product is used in a way that it is no longer in “store condition,” you may receive a reduced refund. You may also use the European model withdrawal form, but this is not required.
Products that are damaged or show signs of use may be charged for any resulting damage. For more information, consult our general terms and conditions.
Refusal at the door
It is not possible and not allowed to refuse the package upon delivery by PostNL, as no proof of shipment is provided. Without proof of shipment, we cannot process the return.
Delivery to pickup location
Once a package leaves our warehouse, the buyer receives a Track & Trace code. If you are not home when your order is delivered, it will be sent to a nearby PostNL pickup point. You then have 7 days to collect it. If not collected, the package will be returned to us.
We can resend your order, but additional shipping costs will apply. Once paid, your package will be resent.
Incorrect delivery
If an error occurs with your delivery (e.g., incomplete, incorrect, or damaged), please contact our customer service immediately via info@riverwoodpetfood.com or call 073 522 0873.
Warranty
Purchases from Johnson Petfoods are covered by statutory warranty (Article 9 of the General Terms and Conditions), which ensures that a product must meet reasonable expectations. In addition to this legal warranty, we also offer a unique taste guarantee on many products.
Taste guarantee
The above return information applies to unopened and undamaged products. Under certain conditions, opened products may also be returned. To use our unique taste guarantee, please contact customer service first. Email info@riverwoodpetfood.com or call 073 522 0873.
Complaints
Sometimes things do not go as planned. If you have a complaint about our products or service, you can contact our customer service by sending an email to info@riverwoodpetfood.com. You will receive a substantive response within 14 days. If you are not satisfied with the response, you can submit your complaint in writing to our management at the following address:
Riverwood International
Attn: Management
Saffierborch 16
5241 LN Rosmalen
If you are not satisfied with the handling of your complaint, you may refer it to the Thuiswinkel Dispute Committee, PO Box 90600, 2509 LP The Hague (www.sgc.nl).
Return address
Riverwood International BV
Saffierborch 16
5241 LN Rosmalen
Netherlands