1. Our promise
We stand behind the quality of every product we sell. If something is wrong with a product when you buy it, we will make it right, usually by replacing it with a fresh one.
Because pet food is a food product, we cannot take back food that has been opened and used for reasons unrelated to its quality. This protects every customer from receiving food that has been handled or stored by someone else.
This policy applies to purchases from Appetite Pet Mart stores in Uganda and from appetiteuganda.com.
2. What we accept
A. Unopened products (change of mind)
You may exchange an unopened product within 7 days of purchase if:
- The seal and packaging are intact, clean and undamaged
- The product is not past its best-before date
- You bring the receipt
We will exchange it for another product of the same or higher value (you pay any difference).
B. Product faults
We will replace a product that has a quality problem we are responsible for, such as:
- Mold when the bag or can is first opened
- Live insects or larvae when the bag is first opened
- Torn, punctured, swollen or leaking packaging at the time of sale
- A product sold to you past its best-before date
To qualify, the conditions in section 4 must be met. Every fault claim is inspected before it is approved.
3. What we do not accept
- Opened food your pet did not like, would not eat, or did not suit them. This includes diet changes or vet advice. Tip: buy a small pack to try before buying a large bag.
- Damage caused by storage after purchase. This includes mold, insects or moisture in food that was left open, not resealed, or kept in a damp or hot place.
- Mold or insects reported more than 48 hours after the bag was first opened.
- Food without its original bag or label, or with the batch number and best-before date removed.
- Products reported after their best-before date, or more than 7 days after purchase.
- Purchases without a receipt (printed EFRIS e-receipt).
- Clearance or discounted items marked "no exchange", except for a product fault found when first opened.
- Bags that have less than three-quarters of the food left in the bag.
4. Time limits, proof and inspection
| Claim | Report within | What to bring |
|---|---|---|
| Unopened exchange | 7 days of purchase | Sealed product + receipt |
| Mold, insects or spoilage | 48 hours of purchase | The bag with at least 3/4 of the food left, sealed in a plastic bag; receipt; photos or video taken when opened |
| Damaged or expired at sale | 48 hours of purchase | Product + receipt |
Inspection: we check the batch number and best-before date, how the food was stored, and the same batch on our shelves. We may send a sample to the supplier or manufacturer. We aim to give you a decision on the spot. Our decision is based on this inspection.
5. How we resolve it
- Replacement first. An approved fault claim is replaced with the same product from a different, checked batch.
- Exchange. If the same product is not available, you may choose another product of the same value, or pay the difference for a higher-value one.
- Refund, only if neither is possible. Refunds are made to the original payment method after approval. Because refunds must be processed through the URA EFRIS system, they can take up to 14 working days.
We do not give cash refunds since our system is cashless.
6. Keeping your pet food fresh
Most mold and insect problems start after a bag is opened. To keep food fresh:
- Check the food as soon as you open the bag, and tell us within 48 hours if anything is wrong
- Roll the bag down and seal it tightly with a clip after every use
- Keep the food in its original bag, or inside an airtight container if possible
- Store it off the floor, in a cool, dry place away from sunlight and moisture
- Use dry food within 4–6 weeks of opening, and opened cans within 2–3 days (refrigerated)