Thank you for your purchase and we hope you are happy with your produce.
However, if the seal on your product has been broken or if the product has perished you may return it to us for a full refund or exchange. Please see below for more information on our return policy.
All returns must be notified by email within 5 days of delivery
To return an item, please email customer service at [email protected]. If eligible for. a refund/return, we will then advise you when the Pet Fresh delivery van will come and collect the product with a replacement item or advise that a refund will be issued. As we deliver to different areas on different days of the week, your pickup might take up to a week to be collected.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. The product must be unopened and if the product was delivered frozen, must stay frozen until it is either returned in-store or via a delivery driver.
If you have any dry food, which has been opened, and is not able to be returned, we recommend you contact a rescue organization, who are generally happy to take the item off your hands. While most areas have their own rescue groups, Pet Fresh works with the following: HAART, GAWA, SAMOYEDS, A.P.S.
After collecting your product and inspecting the condition, we will exchange your product within 14 days. Refunds may take 2 – 3 days to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed. We will only refund to the card or payment method used in the origination transaction.
Afterpay refunds can take longer than normal refunds, and have a different process than regular card payments. Afterpay refund information can be found here: https://help.afterpay.com/hc/en-au/articles/360031623571-How-do-Refunds-and-Returns-work-at-Afterpay-
Zip Pay refund information can be found here: https://help.zip.co/hc/en-us/articles/4404483912335-What-happens-if-I-m-issued-a-refund-or-credit-
If you have any questions concerning our return policy, please contact us [email protected].