Return and refund policy
We thank you for shopping at Premium Pet Food Online.
We want you to be entirely happy with your purchase and strive on ensuring your delivery is on time and the products are as advertised.
If you’re not completely satisfied with your purchase, we’re here to help. We are here to work with you and make your experience pleasurable...making online shopping for your pet a breeze.
How do customers return items?
If eligible, we will be happy to offer you a replacement, refund or credit note.
We cannot accept items returned after the 30 day period.
Please note; We DO NOT issue refunds on any open food products.
Your first step is to contact us at Premium Pet Food Online via phone or email to discuss the issue. We aim to resolve the matter as quickly as possible for you. If the item/package is faulty, we will require you to email photos of the faulty items along with proof of purchase to firstname.lastname@example.org One of our team members will then contact you to inform you on the status of your request
SHIPPING for returns.
Are original shipping rates refundable?
Shipping costs will only be covered by Premium Pet Food Online for faulty and damaged items. This includes items or packages damaged during transit. You have 30 days to return your faulty or damaged purchase from the date you received it.
Do items need to be in original packaging for returns?
To be eligible for a refund, the product must be unused and in the same condition that you received it with a receipt or proof of purchase in its original packaging.
Change of mind?
We will cheerfully refund the purchase price minus shipping fees where you have simply changed your mind. The product must be returned to us unopened, in its original packaging and with clear proof of purchase. Shipping fees can vary and will be deducted from your refund once we have inspected the returned item. You also have the option of selecting a credit note that you can use for your next order.
Mistakes can happen. If there is an error made by Premium Pet Food Online, please email us to discuss the issue and we will do our best to resolve the problem as soon as possible.
If you are unsure of something, please contact our team by calling 1300 818 125 or email us. We want you to know that we are here to help.