The Red-Paw PALATABILITY GUARANTEE

We are so confident that pets will love Red-Paw that we offer a 100% money back guarantee on the satisfaction of our food.

Red-Paw is committed to using high quality ingredients which provide the proper balance of essential nutrients for your pet, and we produce our foods using stringent safety standards. We offer a 100% Palatability Guarantee for quality, consistency and taste for all of our products. If you or your pet are not completely satisfied with the quality, consistency or taste of any participating Red-Paw diet, you can get your money back.

How to Claim

Get in touch with us and let us know you would like to make a claim.
Send us the manufacturing code and stock number on the packaging and will advise you to either return or retain the product.
We may then will give you a full refund or replacement.
You are required to comply with the below Terms & Conditions.

Palatability Guarantee Terms & Conditions

These Terms and Conditions prevail in the event of any conflict or inconsistency with any other communications, including advertising or promotional materials. Entry instructions are deemed to form part of these Terms and Conditions and by participating all participants will be deemed to have accepted and be bound by them. Participants should retain a copy for their information.

Refunds are available to Kenya residents who are aged 18 years or over, with the exclusion of employees and their immediate families of the Promoter, its Stockists or agents and anyone else professionally connected with this promotion. Claims (bulk or otherwise) from trade, consumer groups, or third-parties will not be accepted.
Maximum of one pack of Classic or Premium Red-Paw Dog Food, regardless of the type/variant, can be claimed for refund per household. Multiple applications from the same household for the same product/item cannot be accepted.
The Refund can only be used when your pet is refusing to eat the food on your first purchase of the product.
Claim must be made within one month of the date of purchase as shown on the valid itemised till receipt.
The Palatability Guarantee is only open to purchases made under the ongoing 6-Pack Promotion for 5Kg Classic Packs directly from the Promoter.
Only valid applications will be accepted. A valid application must include: (i) A completed, legible, original application form downloaded from the official website and printed off; (ii) A 20+ word statement stating why the applicant was not completely satisfied with the product. (iii) Valid till receipt(s) which shows the purchase of the product directly from the Promoter.
The valid reason for dissatisfaction is ‘Rejection of Food’. In general, dogs tend to be creatures of habit and may require some help when changing foods, especially if they are used to eating a single type of food; it is quite normal for dogs to refuse new food when it is first offered. Changes to diet affect animals in different ways, so it is important to manage any change carefully. The golden rule is to introduce the new food gradually, as this will help them become more familiar with the new food- they will get used to the taste, smell, texture and size of the new kibbles. Also, a gradual change to new food reduces the chance of your pet having a stomach upset.
The Promoter reserves the right to refuse any required documents that: (i) Are blurry/smeared/faded, or soiled so as to prevent the details from being clearly seen; (ii) Do not have the correct product clearly visible; (iii) Are old, out of date or fall outside of the stated promotional period; and, (iv) That show store locations in geographical locations outside the stated promotional area.
For a refund to be made you will be required to supply to the Promoter the remaining contents of food in its original packaging containing at least 75% of the food (by weight), and must still be in date.
The Promoter shall have the sole discretion as to whether to make a refund or replacement of the product.
The Promoter reserves the right at its sole discretion to disqualify any individual found to be attempting to circumvent this clause by tampering with or altering till receipts. Any attempts to submit any invalid documents may result in the participant’s account being frozen and possibly deleted.
No responsibility can be accepted for applications that are illegible, lost, delayed, or damaged in the post. Proof of posting is not proof of receipt.
Any qualifying products purchased as part of a multi-buy promotion, or price reduction, will be refunded at the promotional price and not the individual price.
Refunds will be made payable to the original claimant only as per the application form.
Refunds will be credited at least 28 days from the receipt of a valid application.
By participating in this promotion, participants are deemed to have accepted these terms and conditions.
The Promoter reserves the right to amend or withdraw this promotion at any time without prior notice if circumstances make this unavoidable.
The Promoter’s decision is final and binding in all matters.
The Promoter reserves the right to verify any application including but not limited to asking for address and identity details (which they must provide within 7 days) and to refuse to award a claim where there are reasonable grounds to believe there has been a breach of these terms and conditions or any instruction forming part of this promotion or where abuse is suspected. The Promoter will be the final arbiter in any decisions.
By entering the Promotion, entrants confirm that they have read and agree to be bound by these Terms and Conditions and by the decisions of the Promoter.
Limitations of liability: Neither the Promoter, its agents or anyone professionally connected to the promotion, assume any responsibility or liability for: (i) Any incorrect or inaccurate data entry, or for any faulty, erroneous or failed electronic data transmissions; (ii) Any communications line failure, regardless of cause, with regards to any equipment, systems, networks, lines, satellites, servers, computers or providers utilised in any aspect of this promotion; (iii) Inaccessibility or unavailability of the internet or the microsite or any combination thereof;
If, for any reason, any aspect of this promotion is not capable of running as planned, including by reason of infection by computer virus, network failure, bugs, tampering, unauthorised intervention, fraud, technical failures or any other cause beyond the control of the Promoter which corrupts or affects the administration, security, fairness, integrity or proper conduct of this promotion, the Promoter may in its sole discretion modify or suspend the promotion or invalidate any affected entries. If an act, omission, event or circumstance occurs which is beyond the reasonable control of the Promoter and which prevents the Promoter from complying with these Terms and Conditions the Promoter will not be liable for any failure to perform or delay in performing its obligation but will always endeavour to minimise the effect to participants in order to avoid undue disappointment.
Red-Paw reserves the right to end this activity at its discretion at any time without notice.
If any of these clauses should be determined to be illegal, invalid, or otherwise unenforceable then it shall be severed and deleted from these Terms and Conditions and the remaining clauses shall survive and remain in full force and effect.
This Promotion shall commence on 22 April 2025.
This Promotion and these Terms and Conditions will be governed by the laws of Kenya and any disputes as to the meaning of these Terms and Conditions will be subject to the exclusive jurisdiction of the local courts.
The following Limitations apply to the Promotion: (a) Your pet is refusing to eat the food, and the food has been fed for the first time following a period of gradual introduction appropriate for your pet (you must allow for at least a 5-7 day gradual transition between diets). (b) Palatability Guarantee (100% money back) is only applicable to a single bag of Red-Paw dog food per claimant. (c) This Palatability Guarantee is limited to a single refund of one bag per household in a 12-month period. Only natural persons with a Kenyan residential address, excluding employees of Red-Paw and/or its related entities, are eligible to make a claim under the Palatability Guarantee. You may only make a claim in respect of your personal, household use (not in respect of purchases made for resupply or commercial use). (d) Red-Paw may vary, revoke, or replace the Palatability Guarantee and these terms at any time in its sole discretion and without notice. (e) These are circumstances where the satisfaction guarantee does not apply: (i) Suitability will not be covered by the Palatability Guarantee, as this is not a product issue, it is just unfortunate that the product does not suit your pet. (ii) Incorrect product ordered. Order errors are not covered under the Palatability Guarantee. If you have ordered or received the wrong product, please contact the retailer directly to understand their policy on refunds and replacements. (iii) Change of dietary requirements will not be covered by the Palatability Guarantee. If you have any unopened products, please contact your retailer directly to find out if you can return the product, this will be at the retailer’s discretion.