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 disliked the food and you want to take advantage of our taste guarantee.
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 (i.e. the product should be in new / unchanged condition). If you wish to return a product, please start by contacting us at email@example.com, add your order number and reasons why you want to return the product (e.g. 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 (eg. 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
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 firstname.lastname@example.org. 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
Our mission is to create a more sustainable and transparent pet world and want to give more pet owners the chance to try petgood. As a first-time buyer you therefore have the opportunity to get 100% money back if your dog or cat (against all odds) dislike our food.
You can take advantage of the taste guarantee if:
You are a a first-time buyer of pet food from www.petgood.com
Dog: Your order is 5 kg or less
Cat: Your order is 2 kg or less
Your four-legged friend does not like the taste of the food
To use the taste guarantee simply record a video of your furry friend (not) eating the food and attach the video together with your order number in an email (email@example.com). We will then take care of your case and get back to you as soon as possible.
When you are eligible for a refund (taste guarantee), we rather see that you give the unused petgood product to a friend than transporting it back to us. Better for you, better for the planet and hopefully better for your friend.