Petdirect 100% Satisfaction Guarantee - Petdirect
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100% satisfaction guarantee

At Petdirect, we stand by the quality of all our food brands. We want you to shop with absolute confidence, which is why we offer a 100% Palatability & Satisfaction Guarantee. If your fur-baby isn't happy with their new food, wet or dry, we'll make it right.

How Our Guarantee Works

We cover any issue within 30 days of purchase, including if your pet simply doesn't like the taste. You are covered for reasons such as:

  • Taste Preference: Your pet refuses to eat the food (palatability).
  • Gastrointestinal Upset: Unexpected stomach issues after transitioning.

  • Health Changes: New health needs or vet advice requiring a change in diet.

Make a Claim: Quick & Easy Returns

To process your claim quickly, please have the following information and photos ready. This helps us streamline the process for you and our team: 

  1. Your Order Number (found in your confirmation email).
  2. Photos of the Packaging: Front, back, and the food remaining inside.
  3. Photos of Batch & Expiry Date (usually near the top or bottom of the packaging).

Ready to begin? Please click here to submit your Petdirect guarantee request.

    Need Help? Transitioning & Palatability Tips

    Introducing a new food or a new formulation can sometimes be tricky! Before making a claim, here are our expert tips to help your pet fall in love with their meal.

    1. How to Transition to the New Food (or Formulation)

    When changing up your pet's food, it's best to take things slow. A gradual transition can help avoid digestive upsets.

    We recommend the 25-50-75-100 rule – gradually add the new food into your pet's diet over a week, and reduce the pace if necessary. 

      We’ve got a handy feeding transition guide to make the switch as smooth as possible for both you and your pet.

      2. Why Your Pet Might Not Be Eating (Palatability Tips)

      If your pet is turning their nose up at the bowl, a simple change in routine or preparation can make a big difference:

      • Structured Feeding: Don't free-feed. Put the bowl down, and if the food is not eaten after 10 minutes, take it away. Repeat this at the next scheduled feeding time.

      • Slow Down: Some pets are more sensitive to change and may need a longer transition period, sometimes up to two weeks.

      • Check for Distractions: Ensure they are not getting any "other" food, such as additional treats or human scraps, which can curb their appetite for their main meal.

      • Enhance the Aroma:

        • Add a small amount of warm water or low-sodium broth to the kibble to release tempting aromas.

        • Slightly warm the wet food or kibble to increase its appeal.

        • Mix in a small amount of their favorite wet food or toppers.

      • Make it Fun: Try making feeding time more enriching by using slow feeders, puzzle boards/balls, or even a snuffle mat.

      If there's anything we can do to support you and your fur-baby during this transition, please contact our expert team and we will be happy to assist you.