What is the Palatability Guarantee?

We are so confident that pets will love ROYAL CANIN® that we offer a 100% money-back Palatability Guarantee on our food, supported by our retail partners.

How does the guarantee work?

After a first-time purchase of one of our foods and a gradual introduction of the new food, in the unlikely event that your pet should refuse to eat it, your ROYAL CANIN® retailer will be happy to refund the full cost of the food, subject to the terms and conditions of the Palatability Guarantee*.

All claims made under this guarantee will be reimbursed by the retailer from whom you purchased the food, so please check prior to purchase that your selected retailer will honour this guarantee.

How do I know if a retailer offers the guarantee?

This guarantee is supported by our specialist retail partners. You can use our local stockist search facility or list of Trusted Online Partners to check that your preferred retailer will honour the Palatability Guarantee. If using another retailer we advise consumers to confirm that the retailer supports the guarantee prior to purchase.

What should I do if I need to make a claim?

Contact your retailer to make your claim. They will ask you to provide written details of what happened when you introduced the food, along with your name and address, and the original sales receipt or confirmation. They will also ask you to either return the remaining, unused food to them or provide a photo, dependant on the individual retailer’s policy and requirements.

Subject to these criteria and the terms and conditions, your retailer will then be able to refund the full price of the product. Your retailer will liaise with their ROYAL CANIN® Business Manager so that we can refund them.

What should I do if I have any problems or concerns about the guarantee?

As this guarantee is offered via our specialist retail partners, you will need to discuss any problems or concerns directly with your retailer. If necessary, they can contact their ROYAL CANIN® Business Manager for support.

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