Warranty

We are proud of our products and, of course, do everything we can to deliver them to you in top condition. Nevertheless, it can happen that an order is damaged during transport or that something else occurs which means you may be entitled to a warranty claim.

Withdrawal period

When you make a distance purchase from an online store, you as a consumer are legally entitled to a 14-day withdrawal period. This period begins once you have received your order. In practice, this means that as a consumer you may return a product within 14 calendar days. We extend the legally required withdrawal period to 30 days. This means that within 30 days of receipt, you may notify us that you wish to cancel the purchase of all or part of your order without giving a reason. After notifying us, you have another 14 days to return the product. (You can find the terms and procedure below.)

Consequences of withdrawal

If you withdraw from the agreement, we will refund all payments you have made up to that point, including any delivery costs for the original shipment, as soon as possible and in any event 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 event, you will not be charged any fees for the refund. We may wait to issue the refund until we have received the goods back or until you have demonstrated that you have returned the goods, whichever occurs first.

You must return or hand over the goods to us as soon as possible, but in any event no later than 14 days after the day on which you notified us of your decision to withdraw from the agreement. You are within the deadline if you return the goods before the 14-day period has expired. You are responsible for the direct costs of returning the goods.

Return conditions

The item must be returned under the following conditions:

- the buyer must have notified us within 30 calendar days of delivery that they wish to cancel the purchase, or the buyer must have returned the product within this period;
- complete and undamaged;
- unused
- in the original packaging, where reasonably possible (nothing may be written on it);

During the withdrawal period (30 days after receiving 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 ‘resalable condition’, you may receive less money back for the product. You may also use the European model withdrawal form, but you are not required 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 products

You may return your product in its opened original packaging.

After registering your return with our customer service, we will send you a PostNL return label. You can use this to drop off the package at a post office or PostNL service point. Do not forget to ask for proof of shipment. The return shipment is at your own risk.

If you used AfterPay when paying for your order, we will send you a payment request for the shipping costs. Once you have paid these costs, you can download the shipping label. For all other payment methods, the return shipping costs will be deducted from the amount to be refunded.

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

Incorrect delivery

If we made an error in 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

If you make a purchase from Johnson Petfoods, the statutory warranty applies (in accordance with 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 pet food products.

Taste guarantee

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

What does the taste guarantee cover?

Does your pet dislike the food you ordered from us? Return it to us. We will then refund the purchase amount to your bank account as soon as possible.

What are the conditions of the taste guarantee?

  • The taste guarantee is valid for all types of pet food (dry food, wet food and snacks).
  • The taste guarantee applies to the lightest (cheapest) variant of a food product.
  • When you return pet food to us, no more than 20% of the contents may have been used.
  • You are responsible for the cost of returning a product.
  • As soon as we have received your return, we will refund the purchase amount as soon as possible.
  • You may use the taste guarantee a maximum of once per order.

Complaints

Something may not always go exactly 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.

Return address

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