Returns and Refund Policy
When you make a purchase from Trophy Pet Foods Ltd and / or our network of Trophy Franchisees and the product is faulty, or you wish to simply return the product, we will be pleased to arrange to either refund or replace the product as you wish. We do ask that if you plan to return an item then please notify us within 14 days of delivery.
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 cardboard box they arrived in. Please retain this box 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 will be pleased to replace or refund the item provided that the original item is returned to us unused, in its orginal 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 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. Items being returned via courier must be placed in the cardboard box they arrived in. Please retain this box until you are happy with your purchase. Please ensure that all products returned to us are packaged suitably in the box. 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 notify us of any shortages, defects, or of any other complaint immediately and in any case within 10 working days from the delivery date, failing which the product/s will be deemed to have been accepted 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 will replace without charge, or give a full refund within 28 days of the date of the delivery. Where product/s are faulty, we will refund the cost of delivery back to us should we ask you to return them to us.
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 with us then please contact us:
All products should be returned to the following address:
Trophy Pet Foods Ltd
11-12 Market Place
100% Satisfaction Guarantee
If you make a purchase from Trophy Pet Foods Ltd and / or our network of Trophy Franchisees and wish to return your first bag of Trophy Complete Kibble Dog or Cat Food, under the 100% Satisfaction Guarantee, then please inform us within 28 days of this purchase. We will be pleased to arrange a refund or replacement for you on the remaining food. Please see above for return information and contact details. Or contact your local Trophy Franchisee direct.
The product must be in its original packaging / bag and you will need to provide the batch code and batch date from the bag in order to claim a refund under the satisfaction guarantee. If you use a storage container for your pet food, please note that we will be unable to offer a refund or a refund under the satisfaction guarantee 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 advise 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. 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 that may adversely affect the taste of the food. 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 themselves!
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 your dog to lose his healthy appetite.
Orders for products ordered on our website are accepted when you receive a confirmation e-mail to this effect. We send this email, via PayPal, 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 £40.00. For orders below £40.00 a charge of £4.79 is due. For all orders, delivered by our local franchisees, there is no delivery charge.
Normally, unless otherwise notified at the time of placing your order, orders are guaranteed to be despatched to you within 3 working days. Delivery is handled by our chosen courier company.
Products: The items offered for sale on the Trophy Pet Foods Website or via our network of Trophy Franchisees
Trophy Pet Foods Ltd
11-12 Market Place
The buyer of the products
Defined as Mon-Fri, excluding Public & Bank Holidays
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