At ROYAL CANIN Shop, we stand behind the quality of our premium pet nutrition products and interactive pet accessories. If you’re not completely satisfied with your purchase, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • Items must be unused, in original packaging, and in resalable condition
  • Original proof of purchase is required
  • Certain products are non-returnable (see below)

Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following products:

  • Opened food products (including Adult, Puppy, Senior, Grain-Free, and all other food categories)
  • Used pet care items (Elevated Bowls, Filters & Pumps)
  • Personalized or seasonal items

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer service team within 15 days of receiving your order by emailing [email protected] with your request
  2. Complete the Return Request Form (template provided below)
  3. Wait for approval – we’ll respond within 2 business days with return instructions
  4. Package your return securely in the original packaging if possible
  5. Ship your return to our Oklahoma City facility using a trackable shipping method

Return Request Form Template

Please include this information when requesting a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear ROYAL CANIN Shop Customer Service, I would like to request a [return/exchange] for my recent order (#[Your Order Number]) placed on [Order Date]. Product Details: – Product Name: [Product Name] – Quantity: [Number of Items] – Reason for Return: [Please specify] I have reviewed the return policy and confirm the item(s) meet all return requirements. Please advise on next steps for processing this request. Best regards, [Your Full Name] [Your Contact Information]

Refund Processing

Once we receive and inspect your return:

  • Refund timing: Refunds are processed within 5-7 business days after we receive your return
  • Refund method: Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs: Original shipping fees are non-refundable unless the return is due to our error

Exchange Process

For exchanges of equal value:

  1. Follow the standard return process above
  2. Specify the replacement product you’d like in your request
  3. We’ll ship your new item once we receive the original product

For exchanges of higher value, you’ll be charged the price difference after we receive your return.

Damaged or Incorrect Items

If you received a damaged item or incorrect product:

  • Contact us immediately at [email protected]
  • Include photos of the damaged/incorrect item and packaging
  • We’ll arrange for a replacement or refund at no additional cost to you

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service as we cannot be responsible for items lost in transit.

International Returns

For customers outside the United States:

  • All return shipping costs are the customer’s responsibility
  • Customs fees and import duties are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional charges

Questions?

Our customer service team is happy to assist with any questions about our returns and exchanges policy. Contact us at:

Email: [email protected]
Mail: ROYAL CANIN Shop, 2670 Musgrave Street, Oklahoma City, US 73102

Last Updated: [Insert Date]