VetONE™ Palatability Guarantee Policy

How to make a palatability claim:

  1. Get in touch with your veterinary retailer and let them know you would like to make a palatability claim.
  2. Return the bag with any remaining food back to your veterinary retailer as they will need the unique code on the bag.
  3. Your veterinary retailer will offer you a replacement product or a full refund, whichever you prefer.

There are some circumstances where the guarantee doesn’t apply:


Efficacy is not covered by our VetONE™ Guarantee – it covers quality, consistency and palatability.

Wrong product ordered

An error in ordering is not covered under the VetONE™ Guarantee. If you have ordered the wrong food, then we would recommend you discuss the issue with the veterinary clinic where you purchased the product to see whether it’s possible to return it.

Change of diet

A decision to change your pet’s diet from a VetONE™ product to another diet is not covered under our Guarantee, as there is nothing wrong with the palatability of the food – it’s just no longer the right clinical choice for your pet. If you have any unopened bags, you may be able to get a refund at your veterinary retailer depending on their returns policy. We would recommend speaking to your veterinary retailer to find a solution.

For further information drop us a line.