Refund policy

Refund & Return Policy

We are committed to providing high-quality products and excellent customer service. This Refunds & Returns Policy complies with Australian Consumer Law.

1. Change of Mind

Frozen Food: Due to the perishable nature of our raw food, we do not offer refunds or exchanges if you change your mind. Please ensure you select your products carefully before completing your purchase.

Dry Goods (eg. treats, supplements): For non-perishable items, we accept returns for change of mind within 14 days of delivery, provided the item is unopened, unused and in its original packaging. Return shipping costs are the customer’s responsibility.

2. Faulty, Damaged or Incorrect Products

We take great care in packaging and shipping our products, but if you receive a faulty, damaged or incorrect item we will offer a replacement or refund.

To be eligible you must:
- Contact us within 48 hours of receiving your order.
- Provide clear photos of the product and packaging including the batch number (if applicable).
- Frozen products: Keep the item frozen until we assess your claim.
- Dry Goods: Ensure the item is unused and in its original packaging.

Once your claim is approved, we will arrange for a replacement or refund depending on stock availability and your preference.

3. Delivery Issues & Spoilage

We use reliable refrigerated couriers and insulated packaging to ensure your order arrives fresh/frozen. If your order arrives spoiled due to our courier partner’s failure to meet delivery standards, we will investigate and may offer a replacement at our discretion. However, if your order is spoiled due to circumstances beyond our control (eg. incorrect address) we cannot offer a refund.

4. Refund processing

Approved refunds will be processed within 2-3 business days to your original payment method.

5. Contact Us

For any refund or return requests please contact our customer service team:
Email: orders@rawpetco.com.au
Phone: (02) 8208 6002

We are here to assist and will assess all requests fairly in line with Australian Consumer Law.