Returns

Every consumer who makes an online purchase has the right under the ‘Distance Selling’ law to return the ordered product in its original packaging and original condition without giving any reason. At Riverwood, this is of course no different.
When you make a purchase as a consumer, you have 14 calendar days to cancel the agreement without giving any reason.

This period starts the day after the order is received by or on behalf of the consumer. During this period (14 calendar days), the consumer will 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 the product. If you exercise your right of withdrawal, the product must be returned to the entrepreneur with all delivered accessories and – if reasonably possible – in the 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 the depreciation of the product. So please handle the product with care and ensure it is well packaged when returning it.

I want to return an item, what now?

Always notify a return in advance
You can do this by sending an email to info@riverwoodpetfood.com. Please include your contact details, order number, and reason for return.

Or click here to download our return form

Return period and conditions

The buyer has the right to cancel the agreement without giving reasons within 14 calendar days after receiving the item; after that, the buyer has another 14 days to return the item. The buyer must notify Riverwood of the cancellation in writing or by email. In case of cancellation, the item must be returned immediately and responsibly (i.e., with as little risk of damage as possible) and according to our instructions to Riverwood.

After the aforementioned period has expired, it is no longer possible to cancel the agreement without giving reasons, and the buyer 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 the original packaging. The right of return does not apply to opened products. The original invoice must be included.

Returning sample packs + kitten and puppy packs

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

Conditions for returning: 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: Our taste guarantee does not apply to our sample packs.

Return shipping costs

The costs of returning a product are borne by the buyer. For returns sent by the buyer to Riverwood’s address, the risk of damage and/or loss of products rests with the buyer until delivery to Riverwood. Therefore, you are advised to send the return package by registered mail. Returns that are insufficiently prepaid will be refused at all times.

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

Return receipt confirmation

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

Inspection of returned items

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

Refund period after return or cancellation

The total amount of the order, including any paid shipping costs, will be refunded within 14 days after notification of the return to the same account from which the order was paid. We may request proof of shipment for this.

Consequences of withdrawal

If you withdraw from the agreement, you will receive 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.

Refusal at the door

It is not possible and not allowed to refuse the package upon delivery at the door by PostNL. This is because if you refuse at the door, you do not receive proof of shipment. Without proof of shipment, we cannot process and handle the return.

Delivery to pickup location

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

Wrong delivery

If an error has been made by us during 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

When you make a purchase at Johnson Petfoods, the statutory warranty applies (according to 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 contact our customer service first 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
Netherlands