Palatability Guarantee Terms and Conditions

Please note that the Hill's™ Satisfaction Guarantee does not apply in the following circumstances:  

• Efficacy—The Satisfaction Guarantee does not apply if the food given does not produce the desired result. There is nothing wrong with the diet; it’s just not the right choice for your pet.  
• Wrong product ordered—The Satisfaction guarantee does not apply to customers who have ordered the wrong food. If this is the case, please contact us, and one of our agents will walk you through our Returns Policy.  
• Change in Diet—The Satisfaction Guarantee is not applicable to customers changing their pet’s diet. There is nothing wrong with the food itself; it’s simply not the right choice for your pet. If this is the case, please contact us to organize a return.  

In order for you to be eligible for a refund under the PRO PLAN® Range 100% Money Back Guarantee, you must adhere to the following:  

1. Refunds available to UK, CI and IoM residents who are aged 18 years or over, with the exclusion of employees and their immediate families of Nestlé Purina UK Commercial Operations Ltd, their agents and anyone else professionally connected with this promotion. Claims (bulk or otherwise) from trade, consumer groups, or third-parties  will not be accepted. 
2. A maximum of one pack of cat food and one cat supplement, and one pack of dog food and one dog supplement from each of the ranges listed below, regardless of the type/variant, can be claimed for a refund per household. Multiple applications from the same household for the same product/item cannot be accepted. The promotion ends on 31.01.25, or when 500 PRO PLAN® RANGE Cat and Dog MAIN MEAL, 200 PRO PLAN® LIVECLEAR, 400 Pro Plan Veterinary Diets and 400 PRO PLAN SUPPLEMENTS claims have been made, whichever is sooner. See Clause 7 for more details. All claims must be made by no later than 31.01.25, or within the following timeframes, whichever is sooner, and must include the reason why the product was unsatisfactory/rejected. See Clause 5. 
3. The offer is limited to a maximum of one cat food product and one dog food product and one cat and one dog supplement money back application per household. See Clause 7 for more details.  
4. Only valid applications will be accepted. A valid application must include:
   1.  A completed, legible, original application form downloaded from the official website and printed off as outlined in Clause 6 below;  
   2. A 10+ word statement stating why the applicant was not completely satisfied with the product purchased from the PURINA PRO PLAN® ranges as listed above.   
5. The Promoter reserves the right to refuse any till receipts that:
   1. Are blurry/smeared/faded, or soiled so as to prevent the details from being clearly seen;
   2. Do not have the correct product clearly visible;
   3. Are old, out of date or fall outside of the stated promotional period;
   4. That show store locations in geographical locations outside the stated promotional area; 
6. 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 till receipts may result in the participant’s account being frozen and possibly deleted.
7. Applicants are required to submit a completed application form consisting of their full name, address, email address and daytime phone number, a 10+ word statement confirming why they were dissatisfied with the product, together with a valid and legible till receipt(s) to: PURINA PRO PLAN® RANGE Money Back Guarantee, Freepost RLTS-KSXS-BZHK, Uckfield, TN22 1QQ to arrive by no later than 31.01.25.  
8. The closing dates for receipt of all applications is 31.01.25. The promotion ends on 31.1.25, or when 500 PRO PLAN® RANGE Cat and Dog MAIN MEAL, 200 PRO PLAN® LIVECLEAR, 400 Pro Plan Veterinary Diets and 400 PRO PLAN SUPPLEMENTS) valid, genuine claims have been received on a first-come, first-served basis, whichever is sooner. In the event of the maximum number of valid claims being received before 31.01.25, the promotion will end, and no other alternative will be available in lieu of the original offer. 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. 
9. Any qualifying PURINA PRO PLAN® CAT or DOG products (including food or supplements) purchased as part of a multi-buy promotion, or price reduction, will be refunded at the promotional price and not the individual price. 
10. Refunds will be sent in the form of a BACS transfer made payable to the original claimant only as per the application form. Please allow at least 28 days for refunds to be credited from the receipt of a valid application. This offer does not affect your statutory rights. 
11. By participating in this promotion, participants are deemed to have accepted these terms and conditions.
12. The Promoter reserves the right to amend or withdraw this promotion at any time without prior notice if circumstances make this unavoidable.
13. The Promoter's decision is final and binding in all matters.
14. Any queries relating to this offer can be addressed to the Nestlé Purina PetCare Team in the UK on 0800 21 21 61 or via https://www.purina.co.uk/contact-us/meet-the-team. 
15. Data Protection: The Promoter will only use the personal details supplied for the administration of the promotion and the auditing of the applications where necessary and for no other purpose unless we have your consent and you have opted-in to receive future marketing communications. As part of this promotion, if you are not opted-in into our general marketing email, you may still receive emails relating to your claim for this promotion only. Your personal details will at all times be kept confidential, and in accordance with the General Data Protection Regulation (GDPR). Click here for the Promoter’s Privacy Policy https://www.purina.com/policy-privacy/.  
16. You have the right to access, review and request a physical or electronic copy of information held about you. You also have the right to request information on the source of your Personal Data. These rights can be exercised by sending Us an e-mail to: UKI.Dataprotection@uk.nestle.com , attaching a copy of your ID or equivalent details (where requested by Us and permitted by law). If the request is submitted by a person other than you, without providing evidence that the request is legitimately made on your behalf, the request will be rejected. Please note that any identification information provided to Us will only be processed in accordance with, and to the extent permitted by applicable laws. By participating in the promotion, you agree to the use of your personal data as described here. You can withdraw your consent at any time.  
17. 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 14 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. 
18. 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.
19. 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.
20. 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.
21. The Promotion and these Terms and Conditions will be governed by the laws of the participating country and any disputes as to the meaning of these Terms and Conditions will be subject to the exclusive jurisdiction of the participants’ local courts.
22. Complaints, or questions, concerning these Terms and Conditions and the Promotion, as well as requests in the context of the rights that participants may assert over their personal data, must be sent in writing to: Nestlé Purina UK Commercial Operations Ltd, 1 City Place, Gatwick, RH6 0PA or by calling 0800 212 161. Lines are open Monday to Friday between 9:00 and 17:00.