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 (or a copy of your receipt if you ordered via a stockist) along with a photo of the batch number and best before date.
2. If the food is not defective then you need to send the food back to us (not the stockist) in its original packaging at your own expense and 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 - alternatively we have a special rate with DPD for parcels up to 20Kg dropped off at a local DPD Pickup shop via this link).
If you believe the food is defective then we require photos to be e-mailed in and a 300g sample to be posted to our laboratory (we will provide a reference number and address when you e-mail in, along with reimbursing Royal Mail 2nd Class Large Letter postage of £1.83).
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. If you ordered via a stockist then we will refund the stockist and they, in turn, should provide the equivalent refund to you.
4. To clarify, if you believe that there is something wrong with the food then we can conduct a laboratory test upon request. If the laboratory finds that there is something wrong with the food then we will also refund your return delivery cost and provide a 10% discount off goods on your next order as a gesture of goodwill.