At EUKANUBA Shop, we are dedicated to serving a global community of discerning pet parents who demand nothing but the best for their beloved companions. We understand that you value premium nutrition, trusted brands, and a seamless shopping experience. This policy outlines our commitment to getting your orders to you efficiently and handling any returns with fairness and transparency.

Shipping Information

We ship to a global community of pet lovers (excluding Asia and a few remote regions).

Order Processing: Please allow 1-2 business days for us to carefully pick, pack, and prepare your order for shipment.

Shipping Methods & Delivery Timeframes

We offer two reliable shipping options to meet your needs:

  • Standard Shipping (£12.95): Shipped via trusted carriers like DHL or FedEx. Your order will typically arrive within 10-15 business days after it has been shipped.
  • Free Shipping: Available on orders over £50, shipped via EMS. Your order will typically arrive within 15-25 business days after it has been shipped.

Please note that these timeframes are estimates and can occasionally be affected by factors outside of our control, such as customs procedures or public holidays.

Our Returns & Exchanges Policy

Your satisfaction is our priority. If you are not entirely happy with your purchase of our premium brands—including Applaws, Bozita, Felix, Feringa, Markus Mühle, Purizon, Rocco, and Royal Canin—we offer a straightforward returns and exchange process.

Important Policy Timeframe: We accept returns and exchanges for eligible items within 15 days of you receiving your order.

How to Initiate a Return or Exchange

To start a return or exchange, please follow these steps:

  1. Contact Us: Email our customer service team at [email protected] within the 15-day window. Please include your order number and details about the product.
  2. Provide Details: Explain the reason for your return or exchange request.
  3. Wait for Approval: Our team will review your request and respond with instructions within 2 business days.
  4. Ship the Item: Once approved, ship the items back to us at the address provided. Please note that customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., we sent the wrong item).

Non-Returnable Items

To ensure the health and safety of all pets, we cannot accept returns or exchanges for the following products:

  • All Prescription Diet products (specifically Hill’s Prescription Diet).
  • Any opened pet food products.
  • Products not in their original, sealed packaging.
  • Products that have been damaged due to customer misuse or improper storage.

All items must be in their original, unopened packaging with seals intact to be eligible for a return.

Refund Process

Once we receive and inspect your returned item:

  • Refunds will be processed within 5-7 business days.
  • The refund will be issued directly to your original method of payment (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 was a result of our error.

Exchange Process

For approved exchanges:

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

Contact Us

If you have any questions about shipping, returns, or exchanges, please do not hesitate to reach out. Our friendly customer service team is here to help.

Email: [email protected]
We aim to respond to all enquiries within 2 business days.

Thank you for trusting EUKANUBA Shop with your pet’s nutritional needs. We are committed to providing you with exceptional service and the highest quality products.