45 Day Taste Guarantee

They’ll love it - or we’ll make it right 

Trying a new food can feel risky, especially when you’re buying a large bag or multipack. That’s why all dog and cat food purchased from Jumbo Pets is covered by our 45-Day Taste Guarantee.

All products on the Jumbo Pets store have been handpicked but if your pet genuinely doesn’t enjoy their new food, contact us within 45 days and we’ll help you find a more suitable alternative. You can choose a replacement, Jumbo Pets store credit or, where appropriate, a refund.

What is covered?
Our Taste Guarantee applies to:

• Dog and cat food purchased from Jumbo Pets
• Dry food, wet food, air-dried food, freeze-dried food and other complete or complementary foods
• Products that have been opened

The guarantee applies when your pet has tried the food but genuinely refuses to eat or enjoy it.

How to make a claim
Contact Jumbo Pets within 45 days of receiving your order and provide:

• Your order number or other proof of purchase
• The product name and flavour
• A brief explanation of why the food wasn’t suitable
• A photograph of the remaining food and its original packaging and a photograph of the product’s batch number and best-before date.

Our customer service team may also ask a few questions about your pet so we can recommend a more suitable alternative.

How much food must remain?
To qualify:

• Dry, air-dried and freeze-dried products should generally have at least 75% of the original contents remaining.
• For cans, trays, pouches and other multipacks, at least 75% of the individual units should remain unopened.

We understand that every situation is different, so our team may use reasonable discretion when assessing a claim.

Your options
Once your claim is approved, you may choose either:

• A replacement food of equivalent value
• Jumbo Pets store credit
• A refund of the price paid for the product

Original delivery fees are not refundable under the Taste Guarantee.

What should I do with the remaining food?
We may ask you to:

• Safely dispose of the remaining food
• Donate suitable food to a local animal shelter, rescue organisation or another pet owner
• Return the product (at our cost) if we need to investigate a possible quality or safety concern

Please do not donate food if the packaging is damaged, the food may be contaminated, your pet became unwell after eating it, or Jumbo Pets has asked you to retain it for investigation. The guarantee applies once per pet for the same product and flavour unless Jumbo Pets agrees otherwise.

Changing your pet’s food
A sudden change in diet can sometimes cause digestive upset. Unless your veterinarian advises otherwise, introduce new food gradually over approximately seven days by mixing increasing amounts of the new food with your pet’s existing food.
If your pet becomes unwell, stops eating entirely or experiences vomiting, diarrhea or another concerning reaction, stop feeding the product and seek veterinary advice. Keep the packaging and contact Jumbo Pets so we can assist and record the product details.

Prescription and veterinary diets
Prescription and veterinary diets are covered where your pet refuses to eat the food. However, any replacement diet should be selected in consultation with your veterinarian, particularly where the food has been recommended to help manage a medical condition.

Fair-use conditions
Our Taste Guarantee is designed to let customers try new food with confidence. Claims must be genuine, reasonable and made in good faith. Jumbo Pets may review previous claims, request further information or decline a claim where there is evidence of misuse, excessive claiming or fraudulent activity.

Need help? Contact the Jumbo Pets customer service team with your order number and we’ll take care of the rest.