Return

According to the law on “Distance Selling,” every consumer who makes an online purchase has the right to return the ordered product, without giving a reason, in its original packaging and original condition. This naturally also applies to Riverwood.
When you make a purchase as a consumer, you have 14 calendar days to cancel the agreement without giving a reason.

This period begins on 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 assess whether you wish to keep it. If you exercise your right of withdrawal, the product must be returned to the trader with all supplied accessories and, where reasonably possible, in its original condition and packaging. If the product is damaged or the packaging is more damaged than necessary to try the product, we may charge you for this reduction in value. Please therefore handle the product with care and ensure that it is properly packaged when returned.

I want to return an item. What now?

Always register a return in advance
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 14 calendar days after receiving the item to cancel the agreement without giving a reason, followed by a further 14 days to return the item. The customer must notify Riverwood of the cancellation in writing or by email. In the event of cancellation, the item must be returned to Riverwood immediately and responsibly (that is, with as little risk of damage as possible) and in accordance with our instructions.

After the aforementioned period has expired, it is no longer possible to cancel the agreement without giving a reason, and the customer is deemed to have accepted the products and/or services. The following additional conditions apply in order to exercise the right of return: The product must be returned in new condition, meaning undamaged, complete, and in its original packaging. The right of return does not apply to opened products. The original invoice must be included.

Returning sample packs and kitten and puppy packs

Would you like to introduce your loyal four-legged friend to the quality of Riverwood at an affordable price? Our sample packs offer the perfect opportunity to try our products at a specially reduced price. To make the offer even more attractive, you pay no shipping costs for these packs.

Return conditions: Due to the substantial discount and free shipping, we apply a strict return policy to our sample packs:

- Completely unused: A sample pack can only be returned if the entire pack is unused and unopened. As soon as one of the products has been used, the right to return expires.

- No Taste Guarantee: Our Taste Guarantee does not apply to sample packs.

Return shipping costs

The cost of returning a product is borne by the customer. For returns sent by the customer to Riverwood’s address, the risk of damage and/or loss of the products remains with the customer until delivery. We therefore advise you to send the return package by registered mail. Returns that do not have sufficient postage will always be refused.

Please note: return shipping costs vary by carrier. Below is a list of the most commonly used carriers:

– https://www.postnl.nl/
– https://www.dhl.com/nl-nl/home.html
– https://www.ups.com/nl/nl/home

Confirmation of returned package receipt

After receiving the return shipment, you will receive confirmation within 5 business days that Riverwood has received the package.

Inspection upon receipt of the return

After the return shipment arrives, the ordered product will be inspected. If it is incomplete, used, damaged, or can no longer be resold as “new,” Riverwood reserves the right to return the package to you freight collect or make you a settlement proposal regarding the amount we can refund. Riverwood reserves the right to refuse the package and return it to you freight collect.

Refund period after return or cancellation

The total order amount, including any shipping costs paid, will be refunded within 14 days of registering the return to the same account from which the order was paid. However, we may ask you to provide proof of shipment.

Consequences of withdrawal

If you cancel the agreement, you will receive a refund of all payments made up to that point, including any shipping costs. If you return only part of your order, the delivery costs will not be refunded.

Refusing delivery at the door

It is not possible or permitted to refuse the package upon delivery at the door by PostNL. This is because you do not receive proof of shipment when refusing delivery at the door. Without proof of shipment, we cannot process or complete a return.

Delivery to a collection point

After a package leaves our warehouse, the buyer receives a track & trace code. If you are not at home when your order is delivered, your order will be sent to a PostNL collection point near you.

Incorrect delivery

If we made an error with the delivery (for example, an incomplete, incorrect, or damaged delivery), please contact our customer service immediately via info@riverwoodpetfood.com or call 073 522 0873.

Warranty

If you make a purchase from Johnson Petfoods, the statutory warranty applies (in accordance with Article 9 of the General Terms and Conditions). In addition to this statutory warranty, we also offer a unique Taste Guarantee.

Taste Guarantee

Under certain conditions, it is possible to return opened products. Please first contact our customer service via info@riverwoodpetfood.com.

Complaints

If you have a complaint about our products or service, you can contact our customer service via info@riverwoodpetfood.com. You will receive a substantive response within 14 days.

Return address

Riverwood International BV
Saffierborch 16
5241 LN Rosmalen
The Netherlands