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At Royal Canin Store, we’re committed to ensuring complete satisfaction for you and your beloved pets. Our premium pet care products are carefully selected to meet the highest standards of quality and performance.
Returns & Exchanges Overview
We accept returns and exchanges within 15 days from the date you receive your items. To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it.
Non-Returnable Items
Based on our product categories and commitment to pet health and safety, the following items cannot be returned or exchanged:
| Product Category | Reason for Non-Return |
|---|---|
| Food Products | Due to health and safety regulations, all pet food items including specialized diets for cats and dogs are final sale |
| Medical Equipment/Consumables | Hygiene and safety considerations prevent returns of medical supplies and equipment |
| Opened Care & Grooming Products | For health and hygiene reasons, opened grooming and care products cannot be returned |
Return & Exchange Process
Step-by-Step Guide:
- Submit Return Request: Contact us within 15 days of receiving your order using the template below
- Receive Authorization: We’ll respond within 2 business days with return instructions and RMA number
- Package Items Securely: Include all original packaging, tags, and documentation
- Ship to Our Facility: Send to: 1858 Lakewood Drive, Jersey City, US 07304
- Inspection & Processing: We’ll inspect items upon receipt (typically 3-5 business days)
- Refund or Exchange: Choose between refund to original payment method or product exchange
Shipping Costs
| Scenario | Shipping Responsibility |
|---|---|
| Defective or Incorrect Item Received | We cover return shipping costs |
| Change of Mind Returns | Customer responsible for return shipping |
| Exchanges for Different Items | Customer pays shipping difference if applicable |
Refund Timeline & Methods
Once your return is processed and approved, refunds will be issued to your original payment method. Please note:
- Processing Time: 3-5 business days after we receive your return
- Credit Card/PayPal Refunds: 5-10 business days to appear on your statement
- Original Payment Methods: Refunds processed via Visa, MasterCard, JCB, or PayPal only
Return Request Template
Email Subject: Return Request – Order #[Your Order Number]
Body Template:
Dear Royal Canin Store Team,
I would like to request a return/exchange for my recent order.
Order Number: [Your Order Number]
Order Date: [Order Date]
Items to Return/Exchange:
- Product Name: [Product Name]
- Quantity: [Quantity]
- Reason for Return: [Reason – e.g., wrong size, defective, etc.]
Preferred Resolution: [Refund / Exchange for (specific product)]
Contact Information:
- Full Name: [Your Full Name]
- Email: [Your Email]
- Phone: [Your Phone Number]
Thank you for your assistance.
Sincerely,[Your Name]
Need Assistance?
Our dedicated customer service team is here to help with any return or exchange questions:
Email: [email protected]
Response Time: Within 2 business days
Business Hours: Monday-Friday, 9:00 AM – 6:00 PM EST
Note: This policy reflects our commitment to quality pet care and customer satisfaction. We reserve the right to deny returns that don’t meet our policy requirements or show signs of misuse.