Pet Cuisine: Red Meat Campaign

CANINE CUISINE AND FELINE CUISINE 100% MONEY BACK GUARANTEE

TERMS AND CONDITIONS

Canine Cuisine and Feline Cuisine are brands owned by RCL Group Services Proprietary Limited. Canine Cuisine and Feline Cuisine has been scientifically formulated by a resident veterinarian & animal nutritionist to provide overall well-being benefits and extreme taste enjoyment.

Canine Cuisine and Feline Cuisine provides all the key wellness benefits which include immune-boosting vitamins and minerals as well as Omega oils and fatty acids for joint function.

1. THE PARTIES
   1. These terms and conditions are an agreement between you and RCL Group Services Proprietary Limited (“RCL”).
   2. ‘We’, ‘us’ and ‘our’ refer to RCL.
   3. ‘You’, ‘your’ and ‘their’ refer to the pet owner.
2. 100% MONEY BACK GUARANTEE
   1. RCL has more than 25 years’ experience in producing quality pet food. We are committed to developing products that you can feed your dog or cat with confidence.
   2. We are sure that you and your dog or cat will love the Canine Cuisine and Feline Cuisine products, however if you or your dog or cat are not completely satisfied with the quality of the product, we will provide you with a full refund, subject to these terms and conditions.
   3. You must carefully read these terms and conditions governing our 100% money-back guarantee (‘Guarantee’). By purchasing Canine Cuisine and Feline Cuisine products (‘Product’), you acknowledge and agree to these terms and conditions.
3. GUARANTEE ELIGIBILITY
4. 1. In order to qualify for the Guarantee:
      1. you must have a quality complaint about the Product;
      2. the Product must have been purchased from any store that stocks Canine Cuisine and Feline Cuisine nationwide;
      3. the Product must have been purchased no longer than 30 days before the quality complaint;
      4. a copy of the proof of purchase must be provided (till slip);
      5. the Product should be in its original packaging so that the manufacturing code, production date, stock number, best before date, barcode, pack size, variant and batch details can be obtained for quality testing purposes; and
      6. the Product should not be mixed with any other dog or cat food products.
5. WHAT CONSTITUTES AN ACCEPTABLE PROOF OF PURCHASE
   • Photo of the original proof of purchase

Please ensure that the photo of the proof of purchase or till slip of the Product is clear and legible. The photo must be of suitable quality so that the following information is clearly visible:

1. the date of purchase;
2. the description of the kind of the Product for example, adult or puppy or kitten etc.; and
3. the store that you purchased the food from.

1. If the proof of purchase is not legible, you will not be eligible for the Guarantee.

5. WHAT INFORMATION IS REQUIRED TO LODGE A QUALITY COMPLAINT ABOUT THE PRODUCT
   1. Your personal information, which includes your name and surname, contact information such as your email address and contact number;
   2. The nature of your quality complaint about the Product;
   3. Information about the Product such as the Product name and description;
   4. Traceability information of the Product, which is included on the original packaging of the Product;
   5. The name of the store where you purchased the Product from;
   6. A copy of the proof of purchase of the Product must be provided (till slip) either via WhatsApp or email. The contact information is provided in clause 6 below; and
   7. Any additional information to support your complaint, which could include images, videos, etc. (if available and/or applicable).
6. PROCESS OF CLAIMING FOR THE 100% MONEY BACK GUARANTEE
   1. The process for lodging a quality complaint is as follows:
      1. you must contact our customer care line on 0860 103 764; or on WhatsApp at 087 359 0476 or by email at rclcustomercare@rclfoods.com with your quality complaint within 30 days of purchasing the Product;
      2. our customer care team will request information as set out in clause 5 and issue you with a reference number;
      3. we will conduct a preliminary investigation and address the complaint with the relevant factory making the Product;
      4. the factory will provide feedback to us with investigation findings, root cause and corrective action, whereafter we will respond to you regarding your complaint;
      5. we will arrange for a sample of the Product to be collected from you. Collection times may vary depending on your geographical location, and collection times are averaged between 3 to 5 working days from the courier making contact with you; and
      6. when the sample of the Product is collected, you must provide our courier with a copy of the original proof of purchase or till slip.

7. SAMPLE TESTING
   1. After the successful collection of the sample of the Product, the Product will be sent to our Research and Development team for Quality Assurance testing (“Testing”), to determine whether the Product is within our quality range. Details of our quality range and criteria are included at Annexure A.
8. 100% REFUND
   1. Pass:

If the Testing reveals that the Product meets the requirements for our approved quality range, then you will not be awarded a 100% refund, which will be communicated to you.

2. Fail:

If the Testing reveals that the Product does not meet the requirements for our approved quality range, we will communicate the outcome of the Testing and you will be awarded a Wi-Code (digital retail voucher) for any Pick n Pay or Checkers store nationwide, for the full value of your purchase. This will be awarded via email or SMS.

9. EXCLUSIONS AND LIMITATIONS
   1. We will only accept one refund request per household per Product. Should the Testing pass, you cannot lodge a further claim for the Guarantee on that specific Product.
   2. Bulk or wholesale purchases are excluded from this Guarantee.
   3. Refunds will not be issued for Products damaged due to misuse, mishandling or improper storage.
   4. Individual pet preferences may vary, and refusal to consume the Product based on taste alone does not qualify for a refund under this Guarantee.
10. THE PRIVACY OF YOUR PERSONAL INFORMATION
    1. By agreeing to these terms and conditions you consent to the collection, use, storage, disclosure, Processing and further Processing of your personal information (your name, ID number, cellphone number, address, personal preferences, and other personal information the you have provided to us).
    2. The purposes for Processing personal information is to: (i) facilitate this Guarantee; (ii) communicate with you and send direct marketing communication on the Products and similar products via email and (iii) for market and product research.
    3. Should you object to the Processing of your personal information and/or receipt of direct marketing, you should send an email to rclcustomercare@rclfoods.com.
11. AMENDMENTS AND VARIATIONS

RCL may make changes to these terms and conditions at any time. A change might affect the eligibility and exclusions. All changes will be communicated via the Canine Cuisine and the Feline Cuisine websites and/or other marketing mediums when the change is implemented.

Annexure A: Quality Range/ Criteria