At EUKANUBA Shop, we take pride in providing premium pet food products to our global community of discerning pet parents. We want you to be completely satisfied with your purchase of our carefully curated selection of high-quality brands, including Applaws, Bozita, Felix, Feringa, Hill’s Prescription Diet, Markus Mühle, Purizon, Rocco, and Royal Canin.

If you’re not entirely happy with your purchase, we’re here to help with our straightforward returns and exchanges process.

Returns & Exchanges Timeframe

We accept returns and exchanges for eligible items within 15 days of receiving your order.

Please Note: For health and safety reasons, we cannot accept returns or exchanges on prescription diets (Hill’s Prescription Diet) or any opened pet food products. All returns must be in their original, unopened packaging with seals intact.

How to Initiate a Return or Exchange

Follow these simple steps to request a return or exchange:

  1. Contact our customer service team at [email protected] within 15 days of receiving your order
  2. Provide your order number and details about the product you wish to return or exchange
  3. Explain the reason for your return or exchange request
  4. Wait for approval – our team will respond within 2 business days with instructions
  5. Ship the items back to us after receiving our approval (you will be responsible for return shipping costs unless the return is due to our error)

Return & Exchange Request Template

You may use the following template when contacting us about a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear EUKANUBA Shop Customer Service Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]), placed on [Order Date]. Product details: – Product Name: – Quantity: – Reason for [return/exchange]: I have confirmed that the product is unopened and in its original packaging. Please advise on the next steps for proceeding with this request. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number]

Refund Process

Once we receive and inspect your returned items:

  • Refunds will be processed within 5-7 business days
  • The refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • You will receive an email confirmation once the refund has been processed
  • Please allow additional time for the refund to appear in your account, depending on your financial institution’s processing times

Original shipping fees are non-refundable, unless the return is due to our error.

Exchange Process

For exchanges:

  • We will ship the replacement product once we receive and process your returned item
  • Standard shipping fees will apply for the replacement shipment
  • If the exchange is due to our error, we will cover the shipping costs for the replacement

Non-Returnable Items

The following products cannot be returned or exchanged:

  • Prescription diets (Hill’s Prescription Diet products)
  • Any opened pet food products
  • Products not in their original packaging
  • Products damaged due to customer misuse or improper storage

Contact Us

If you have any questions about our returns and exchanges policy, please don’t hesitate to contact our customer service team:

Email: [email protected]
Response Time: Within 2 business days

We appreciate your trust in EUKANUBA Shop for your pet’s nutritional needs and are committed to ensuring your complete satisfaction with our products and service.