We hope that you as a customer will enjoy Petgood's products, but sometimes the purchase does not turn out as you have imagined. In this article, we go through the procedure for when you regret your purchase, if you want to complain about a product or if your dog or cat disliked the food, and you want to take advantage of our taste guarantee.
Right of withdrawal - you want to return or exchange a product
Right of withdrawal - you want to return or exchange a product
If you change your mind regarding a a Petgood product, purchased from our web shop (www.petgood.com) and want to return it or exchange it, you have a 14 days right of withdrawal. If you have purchased your product from a retailer, please contact the retailer directly regarding your purchase.
The right of withdrawal applies from the day you receive your order and only applies to unopened packages (the product should be in new / unchanged condition). If you wish to return a product, please start by contacting us at help@petgood.com, add your order number and reasons why you want to return the product (for example, exchange to another size), and we will help you further. Once we have received and handled your case, we will provide you with information regarding how to return the product. Remember that you as a customer is responsible for the return shipping costs.
If you use the right of withdrawal and request a refund, we will carry out the refund as soon as possible, provided that we have received the returned product. Any refunds made by us will be made to the method of payment provided when you placed your order.
If you wish to change the size of a product (for example hoodie), we will send the new product as soon as possible from the time we receive the returned product.
Complaint - you notice an issue with your product
Complaint - you notice an issue with your product
If you discover a defect in a product, you as a customer have the right to complain about it. Therefore, always check your package as soon as you receive it. If your package is damaged, please document it with photos as we will need this when forwarding your complaint to our shipping partners.
Please then reach out to us at help@petgood.com. Remember to state your order number, reason for the complaint (for example wrong product, damaged product or missing product) and photos if applicable, and we can help you in the best and fastest way!
Taste guarantee - when your pet dislike the taste of the food
Taste guarantee - when your pet dislike the taste of the food
We are driven by the goal of creating a more sustainable and transparent world for animals, and we want more people to try our insect-based pet food. As a first-time buyer, you have the opportunity to get your money back if, by any chance, your dog or cat doesn't like the taste of our food.
When does the taste guarantee apply?
The taste guarantee can be used if:
You are a first-time buyer of dry food for dogs or cats.
For dogs: The taste guarantee applies to bags of 5 kg or less.
For cats: The taste guarantee applies to bags of 2 kg or less.
The taste guarantee is used within 30 days of purchase.
How do I use the taste guarantee?
If you purchased from www.petgood.com:
Email us at help@petgood.com and let us know you want to use the taste guarantee.
You will receive a shipping label and instructions from us on how to return the food. The bag must be resealed and returned to us with at least 80% of the contents remaining.
Once the bag is returned to us, we will refund your purchase. Since you are responsible for the return shipping fee of 69 SEK / 6.99 EUR, this amount will be deducted from your refund.
If you purchased from one of our resellers, either in-store or online:
If you bought the food in a physical store, return the bag with its contents to the store. Don’t forget to bring your receipt. The retailer will refund you in accordance with their taste guarantee terms.
If you bought the food from an online reseller, contact them and return the food according to their procedures. The retailer will refund you based on their taste guarantee terms.
If you purchased from a grocery store:
Our taste guarantee does not apply to purchases made in grocery stores.
Price matching - always the lowest price with us!
Price matching - always the lowest price with us!
We want you, as a customer, to always benefit from shopping directly from our website. That’s why we offer price matching on all our dry food for dogs and cats. This means we’ll match the price if you find your pet food cheaper at another retailer. Great, right?!
To take advantage of the price match, email us at help@petgood.com and include information/a link to the lower price.