Returns
We are proud of our products and do everything we can to deliver them to you in top condition. However, it is possible that an order may be damaged during transport or that something else may happen that entitles you to claim under the warranty.
Trial period
When you purchase a product online, you as a consumer are entitled to a standard 14-day trial period.This period begins after you have received your order. In practice, this means that you as a consumer may return a product within 14 calendar days. We extend the legally required cooling-off period to 30 days. This means that, as a consumer, you may cancel the purchase within 30 days without giving any reason. This may apply to the entire order or part of your order. After you have notified us (within the 30-day cooling-off period) that you wish to cancel the purchase, you have 14 days to return the product. The conditions and procedure are set out below.
Consequences of withdrawal
If you withdraw from the agreement, you will receive a refund of all payments you have made up to that point, including any shipping costs. If you only return part of your order, the delivery costs will not be refunded. We will refund the entire purchase amount (including any shipping and payment costs) as soon as possible, but no later than 14 days after receiving the notice of withdrawal. However, we may wait to refund you until we have received the products or until you have demonstrated that you have sent them back.
We will refund you using the same payment method you used for the original transaction, unless you have expressly indicated otherwise. We will not charge any costs for the refund.
You must return the goods to us as soon as possible, but in any case no later than 14 days after the day on which you notified us of your decision to cancel the purchase. You are on time if you return the products before the 14-day period has expired. The costs of returning the products (€7.95) are at your own expense.
Return conditions
The item must be returned under the following conditions:
- Within 30 calendar days of delivery, the buyer must have indicated that he/she wishes to cancel the purchase.
- The buyer has returned the products within the specified time limit.
The products you return must be:
- complete and undamaged;
- unused;
- in the original packaging, if reasonably possible (no writing on the packaging).
During the cooling-off period (30 days after receipt of your order), you may use the product as you would in a shop. However, if the product is used in such a way that it is no longer in “shop condition”, you may receive a lower amount for the product. You can also use the European model withdrawal form, but you are not obliged to do so.
For products that are damaged or show signs of use, we reserve the right to charge for the damage. For more information, please refer to our terms and conditions.
Refusal at the door
It is not possible or permitted to refuse the package upon delivery at the door by PostNL. This is because you will not receive a proof of shipment if you refuse at the door. Without proof of shipment, we cannot process and handle returns.
Returns
You can return the product in its unopened, original packaging. The return costs (€7.95) are at your own expense.
After registering your return shipment with our customer service, you will receive a PostNL return label from us. You can use this to drop off the package at a post office or PostNL service point. Don't forget to ask for proof of shipment. The return shipment is at the buyer's own risk.
Instead of the above procedure, you can also use the European model withdrawal form. You can then email the completed form to: info@riverwoodpetfood.com.
For fast processing of your return shipment, we recommend that you include (a copy of) the original invoice (or other proof of purchase) with the return shipment.
Delivery to collection point
Once a parcel leaves our warehouse, the buyer will receive a track & trace code. If you are not at home when your order is delivered, it will be sent to a PostNL collection point near you. From that moment, you have 7 days to collect your order from the collection point. If you do not do so, the parcel will be returned to our office.
We can then resend your order. In this case, we will be obliged to charge you again for the shipping costs. After you have paid these additional costs, we will resend your package.
Incorrect delivery
If we have made a mistake with the delivery (e.g. an incomplete, incorrect or damaged delivery), we recommend that you contact our customer service department immediately. Send an email to info@riverwoodpetfood.com or call 073 522 0873.
Warranty
When you make a purchase from Johnson Petfoods, the statutory warranty applies (in accordance with Article 9 of the General Terms and Conditions). The statutory warranty means that a product must meet reasonable expectations. In addition to this statutory warranty, we also offer a unique taste guarantee on a large part of our products.
Taste guarantee
The above return information applies to unopened and undamaged products. Under certain conditions, it is also possible to return opened products. Would you like to make use of our unique taste guarantee? Please contact our customer service first. Send an email to info@riverwoodpetfood.com or call 073 522 0873.
Complaints
It is always possible that something does not go quite as planned. If you have a complaint about our products or service, please contact our customer service by sending an email to info@riverwoodpetfood.com. You will receive a substantive response from us within 14 days of receiving your complaint. If you are not satisfied with the response from one of our employees, you can submit your complaint in writing to our management. This can only be done in writing to the following address:
Riverwood International
Attn: Management
Saffierborch 16
5241 LN Rosmalen
If you are not satisfied with the handling of your complaint, you can submit it to the Thuiswinkel Disputes Committee, PO Box 90600, 2509 LP in The Hague (www.sgc.nl). You can also submit your complaint to the Disputes Committee via the European ODR Platform.
Return address
Riverwood International BV
Saffierborch 16
5241 LN Rosmalen
Nederland