Returns and refund policy
When you make a purchase from Trophy Pet Foods Ltd or our network of Trophy franchisees and the product is faulty, or you wish simply to return the product, we would be pleased to arrange either to refund or replace the product. You must notify us within 14 days of delivery of your intention to return the product.
For orders delivered by our Trophy franchisees - the product must be unused and in its original packaging.
For online orders delivered via courier - the product must be unused and in its original packaging. Items being returned must be placed in the original cardboard outer packaging. Please retain this packaging until you are happy with your purchase.
In the event of a customer purchasing an item from Trophy Pet Foods Ltd mistakenly, and through no fault of Trophy Pet Foods Ltd, we would be pleased to replace or refund the item provided that the original item is returned to us unused, in its original packaging and in saleable condition. In such cases where the customer is either unwilling or unable to arrange return carriage after mistakenly purchasing a product, we reserve the right to charge a returns fee to cover the costs involved in courier charges. In cases where an order is returned, we reserve the right to retain the initial postage / courier costs from any refund. We recommend that you insure any goods that are returned to us as we are not liable for any damage or loss during transit
It is your responsibility to inspect any products once they are delivered and to notify us of any shortages, defects, or any other complaint immediately and, in any case, within 10 working days from the date of delivery, failing which, the product/s would be deemed to have been accepted by you and to be in good working order. Our liability for short delivery is limited to making good the shortage. Where a product proves to be faulty, we would replace without charge, or give a full refund within 28 days of the date of the delivery. Where product/s are faulty, we would refund the cost of return delivery back to us should we ask you to return them.
This does not affect your statutory rights as a consumer.
In the first instance, if you would like to return a product or would like to discuss returns and refunds, then please contact us:
All products should be returned to the following address:
Pero Foods Ltd
Unit 4 Penygroes Industrial Estate
100% Satisfaction Guarantee
If you make a purchase from Trophy Pet Foods Ltd or our network of Trophy franchisees and wish to return your first bag of Trophy dog food or cat food, then please inform us within 28 days of this purchase. We would be pleased to arrange either a refund equivalent to the quantity of remaining food or to replace the product with another Trophy food.
The product must be in its original packaging and you would need to provide the batch code and batch date from the bag in order to claim a refund under this Satisfaction Guarantee. If you use a storage container for your pet food, please note that we would be unable to offer a refund unless the food is in its original bag. Therefore, please do not pour the kibble directly into the container, simply place the whole bag in the container. Please note the following advice on the storage of our pet foods:
Storage of Trophy Pet Foods
Firstly, all our foods should be stored in a cool, dry place, out of direct sunlight. A kitchen larder, in the under stairs cupboard, or a cool garage are ideal storage areas. Please don’t store our pet foods (even unopened bags or tins) in the shed or conservatory where temperatures can get very high. This is to prevent destruction of vitamins and oxidation of oils/fats leading to rancidity. Our pet foods will retain their best flavour if stored in the original bag, as other storage containers may impart an odour and taste to our complete kibble pet foods. Excessive periods of high heat and/or moisture may cause the nutrients to breakdown.
Although it may be more convenient to open a bag of kibble and place it in a storage container, discarding the original bag isn’t a good idea. The bags are designed to keep the foods good, without spoilage, for quite a while and will be needed in the rare event of you requiring a refund. The original bag will keep most of the oils in the food from soaking through and thereby turning rancid. Once the bag is opened, roll the top to close it, and use a clip or one of our bag re-sealers to keep it closed.
Although keeping the food in the original bag is important, that doesn’t mean you can’t place the entire bag in a storage container - putting the entire bag into the container rather than pouring the kibble directly into it. No matter what you use, make sure the lid is replaced tightly after each meal to keep insects and rodents out – and to prevent your pet from helping itself!
Wash and dry the storage container between bags.
Wash and dry pet food bowls and scooping utensils after each use and wash water bowls daily. Dirty bowls (they may look clean) or bowls encrusted with stale, old food may soon cause a dog to lose its healthy appetite.
Orders for products ordered on our website are accepted when you receive a confirmation email to this effect. We send this email to comply with our legal obligation and to keep you informed. You may wish to print or save this email for your future reference. The confirmation will include full details of your order.
Our standard UK delivery service
Delivery is free on all UK mainland orders over £39. For orders below £39, a charge of £5.95 is due. For all orders delivered by our local franchisees there is no delivery charge, unless it is outside of their normal delivery schedule.
Unless otherwise notified at the time of placing your order, orders are usually guaranteed to be despatched to you within 5 working days for orders (less than 30kg) and up to 10 working days for larger orders. Delivery is handled by our chosen courier company.
The items offered for sale on the Trophy Pet Foods website or via our network of Trophy franchisees.
Pero Foods Ltd
Unit 4 Penygroes Industrial Estate
The buyer of the products.
Defined as Monday to Friday inclusive, excluding Public Holidays and Bank Holidays.
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