Refund policy

All products purchased from RawFood4Pets whether you buy online, from our market stalls or our designated pick-up locations is covered by this refunds policy.

Refunds

We are not obligated to refund you if you have changed your mind about products you purchased.

We will refund/replace frozen food product orders if upon defrosting of a part, or whole order, there appears to be a quality concern within 5 days of the order.  If possible, we request that you keep frozen product for us to pick up, in order to assist us and our suppliers in investigating the quality concern.

Warranties on non-food products

  1. Warranty claims on faulty products should include:
    • Order No / Proof of Purchase
    • The quantity of each product and/or part missing, faulty or damaged
    • an image or video (of acceptable quality) of the product that clearly shows:
      1. the fault or damage (if applicable)
      2. what part is missing (if applicable)
      3. the product in the original packaging (if applicable); and/or
      4. the product’s instruction manual with the fault or damage and/or missing part indicated, for example by circling the area damaged or from which a part is missing (if applicable). In addition, please provide a brief explanation of the fault or damage, and your request, i.e. refund, credit or replacement of parts/product.
    • A customer should not dispose of items before a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised.
  2. For missing parts, once we have received the necessary details, and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to two working days. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under the Australian Consumer Law.