At CatNeedsStore.com, operated by ROYAL CANIN Sales, we understand that your pet’s health needs are unique. While we strive to provide the highest quality specialized pet healthcare products, we recognize that sometimes a return or exchange may be necessary. This policy outlines our straightforward process to ensure your complete satisfaction.

Important Note: For health and safety reasons, we cannot accept returns or exchanges on the following products:

  • Opened or used healthcare items (including dental & oral care products)
  • Prescription diet foods
  • Products related to pregnancy & nursing
  • Any supplements with broken seals

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be unused, in original packaging with all seals intact
  • Return must be initiated within 15 days of receiving your order
  • Original receipt or proof of purchase is required
  • Product must not be on our non-returnable list above

How to Initiate a Return or Exchange

  1. Contact Our Team: Email us at [email protected] within 15 days of receiving your order with your request. Please use the template below for faster processing.
  2. Receive Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Package Your Item: Securely pack the unused product in its original packaging with the RMA number clearly visible.
  4. Ship Your Return: Send the package to our facility at:
    ROYAL CANIN Sales Returns
    1406 Bird Street
    Albuquerque, US 87106

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Process

Once your return is received and inspected (typically within 5 business days of arrival):

  • Refunds will be processed to your original payment method
  • Credit card/PayPal refunds appear within 5-10 business days (depending on your financial institution)
  • You will receive email confirmation when your refund is processed

Exchange Process

For exchanges of equal value:

  • We’ll ship your replacement item once the return is received
  • For exchanges of higher value, you’ll be invoiced for the difference
  • Exchange shipping follows our standard rates (free for orders over $50)

Return Request Email Template

Subject: Return/Exchange Request – Order #[Your Order Number] Dear CatNeedsStore Customer Service, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Product Name: [Product Name] Reason for Return/Exchange: [Brief Reason] I confirm that: – The product is unused and in original packaging – All seals are intact – It has been less than 15 days since I received this order Please advise next steps at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information]

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover all associated shipping costs.

Questions?

Our customer care team is here to help with any questions about our returns policy. Contact us at [email protected] and we’ll respond within 2 business days.

Last Updated: [Insert Date]