Warranty

We are proud of our products and naturally do everything to deliver them to you in top condition. However, sometimes an order may get damaged during transport or something else may happen that entitles you to a warranty claim.

Viewing Period

When you buy remotely from a webshop, as a consumer you automatically have a 14-day viewing period. This period starts after you have received your order. In practice, this means you as a consumer may return a product within 14 calendar days. We extend the legally required viewing period to 30 days. This means that within 30 days after receipt you can indicate that you wish to cancel (part of) your order without giving a reason. After this notification, you have another 14 days to return the product. (the terms and procedure are below)

Consequences of Withdrawal

If you withdraw from the agreement, you will receive all payments you have made up to that point, including any shipping costs of the outbound shipment, as soon as possible, but in any case within 14 days after we have been informed of your decision to withdraw from the agreement. If you return only part of your order, the delivery costs will not be refunded.

We will refund you using the same payment method you used for the original transaction, unless you have expressly agreed otherwise; in any case, we will not charge any fees for such a refund. We may wait with the refund until we have received the goods back, or you have demonstrated that you have sent the goods back, whichever occurs first.

You must return or hand over the goods to us as soon as possible, but no later than 14 days after the day on which you communicated your decision to withdraw from the agreement. You are on time if you send back the goods before the 14-day period has expired. The direct costs of returning the goods are at your own expense.

Return Conditions

The item must be returned under the following conditions:

- within 30 calendar days after delivery, the buyer must have indicated that they wish to cancel the purchase or have returned the product within this period;
- complete and undamaged;
- unused;
- in the original packaging, if reasonably possible (no writing allowed on it);

During the reflection period (30 days after receipt of your product) you may use the product as you would in a store. However, if the product is used in such a way that it is no longer in ‘store condition’, you may receive less money back for the product. You can also use the European model withdrawal form, but you are not obliged to do so.

For products that are damaged or show signs of use, we reserve the right to charge for the damage. For more information, please consult our general terms and conditions.

Returning

You can return your product in opened original packaging.

After registering your return with our customer service, you will receive a return label from PostNL. You can use this to drop off the package at a post office or PostNL service point. Don’t forget to ask for proof of shipment. Returning is at your own risk.

If you used AfterPay to pay for your order, you will receive a payment request from us for the shipping costs. After you have paid this, you can download the shipping label. For all other payment methods, the return shipping costs will be deducted from the refund amount.

Instead of the above procedure, you can also use the European model withdrawal form. You can then email the completed form to: info@riverwoodpetfood.com.

Wrong Delivery

If we have made a mistake with the delivery (for example, an incomplete, incorrect, or damaged delivery), we recommend that you contact our customer service immediately. Email 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). The statutory warranty means that a product must meet what can reasonably be expected of it. In addition to this statutory warranty, we also offer a unique taste guarantee on all our food products.

Taste Guarantee

If you want to make use of our unique taste guarantee, always contact our customer service first.
Email info@riverwoodpetfood.com or call 073 522 0873.

What does the taste guarantee entail?

Does your pet not like the food you ordered from us? Then return it. You will receive your purchase amount back to your bank account as soon as possible.

What are the conditions of the taste guarantee?

  • The taste guarantee is valid on all types of food (dry food, wet food, and snacks).
  • The taste guarantee applies to the lightest (cheapest) variant of a food product.
  • When you return food to us, the contents may be used up to a maximum of 20%.
  • The costs of returning a product are at your own expense.
  • As soon as we have received your return, you will receive the purchase amount back as soon as possible.
  • You may use the taste guarantee a maximum of once per order.

Complaints

It can always happen that something does not go as planned. If you have a complaint about our products or our service, you can contact our customer service by sending an email to info@riverwoodpetfood.com.

Return Address

Riverwood International B.V.
Saffierborch 16
5241 LN Rosmalen
Netherlands