Akela Taste & Quality Guarantee

We're so confident that your furry friends will love Akela that we guarantee it! All Akela food is covered under our Taste Guarantee for 30 days from the date of purchase and up to the Best Before date under our Quality Guarantee (as long as the food is stored in a cool, dry & dark place with the side gusset perforation holes taped up and the batch number is provided e.g. W-123456). Opened foods (limited to one per customer per annum if not defective, unlimited if defective) or sealed foods (no limit) can be returned to us at your expense (we will refund economy postage if our laboratory finds something wrong with the food). Here are the terms:

1. You need to notify us by e-mail within 30 days of purchase that you wish to make a claim (or up to the Best Before date if you believe the product is defective). Please include your order number along with a photo of the batch number and best-before date (this can usually be found at the top or bottom of the back of the bag or at the bottom of the tin). Nb. if you purchased from a stockist then your contract is with them. Their returns policy may differ from ours. Please contact them and they can liaise with us if they wish to claim under the guarantee.

2. Please send the food back to us in its original packaging at your own expense. It needs to be delivered to us within 14 days of the complaint being lodged (we recommend using Parcel2Go.com or similar; usually cheaper than the Post Office if over 2Kg).

3. We will check the food, weigh it and provide a refund for the residual weight minus a 10% re-stocking fee for non-defective opened foods or a full refund for the product if still sealed.

4. If you believe the food is defective we will send a sample of the food to our laboratory for testing and if they find it to be defective we will process a full refund.