Refund policy

At Emperor, we believe every dog deserves only the best. We stand behind the quality of our nutrition and want you to feel confident in every purchase. If your order doesn’t meet expectations, we’re here to help.

1. Change of Mind Returns

  • You may return unopened, non-defective products within 7 days of delivery.

  • Products must be in their original packaging and unused.

  • Return shipping costs are the responsibility of the buyer unless Emperor made an error in your order.

2. Defective or Faulty Products

Your peace of mind is important to us.

  • If your product is defective, damaged, or compromised in quality, you are entitled to a refund, replacement, or repair within 7 days of purchase.

  • Emperor will cover all return shipping costs in these cases.

3. Online Purchases – Cooling-Off Period

For online orders, the Electronic Communications and Transactions (ECT) Act gives you the right to return goods within 7 days of delivery, even if there is no defect.

  • The product must be unopened and in resaleable condition.

  • You will be responsible for the cost of return shipping.

4. Refunds & Store Credit

  • Refunds will be made to your original payment method once the returned goods have been received and inspected.

  • Please allow 5–10 business days for processing.

  • In certain cases, we may offer store credit or replacement product — whichever is most convenient for you.

5. Exclusions

  • Opened pet food cannot be returned unless defective.

  • Custom promotions, gift packs, or sale items may not be eligible for return unless faulty.

  • Emperor reserves the right to decline returns if the product does not meet the above conditions.

6. How to Start a Return

  1. Email us at hello@emperorpetfood.com with your order number, details of the issue, and photos if relevant.

  2. Our team will confirm eligibility and provide instructions for the return or exchange.

  3. Once received, we’ll process your refund, replacement, or credit within the stated timelines.

7. Your Rights

Nothing in this policy limits your rights under the Consumer Protection Act (CPA) or ECT Act. These laws are designed to protect you as a consumer, and Emperor honours them fully.

Because They’re Family

At Emperor, your dog’s health — and your peace of mind — come first. We’re here to ensure every meal brings joy, trust, and loyalty.