Returns & Refund Policy

At Pure Pantry Pets, we take great care in preparing, packing and sending our freeze-dried pet food and treats. Because our products are consumable food items, we have a strict returns policy for the safety of all pets and customers.

This policy applies to purchases made directly from Pure Pantry Pets.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure, and you may also be entitled to have the goods replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes your rights under Australian Consumer Law.

Change of Mind

Due to the nature of our products, we do not accept returns or offer refunds for change of mind.

This includes, but is not limited to:

• ordering the wrong product

• your pet not liking the product

• your pet no longer needing the product

• finding the product cheaper elsewhere

• deciding you no longer want the item

• accidentally purchasing the wrong quantity

Please choose carefully before placing your order.

Food Safety & Opened Products

For hygiene and safety reasons, we cannot accept returns of any opened, used or tampered-with pet food products, unless required under Australian Consumer Law.

Once a food product has left our premises, we cannot guarantee how it has been stored or handled. For this reason, returned consumable products cannot be resold.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, faulty, incorrect, or there is an issue with your order, please contact us within 48 hours of delivery so we can assess the matter and make it right.

Please email us with:

• your order number

• a clear description of the issue

• photos of the product, packaging, label and shipping box

• photos of any damage, if applicable

We may request further information so we can properly assess the issue.

If your claim is approved, we may offer a replacement, refund or store credit, depending on the circumstances and your rights under Australian Consumer Law.

Shipping Damage

If your parcel is damaged in transit, please contact us within 48 hours of delivery with photos of the parcel and product.

Please keep all packaging until we have reviewed your claim, as the courier may require evidence before a claim can be processed.

Missing or Incorrect Items

If an item is missing from your order or you receive the wrong item, please contact us within 48 hours of delivery.

Once confirmed, we will arrange a suitable solution, which may include sending the correct item, replacing the missing item, or providing a refund for the affected item.

Pet Preference, Feeding & Suitability

Every pet is different. We cannot guarantee that your pet will like a product, tolerate a product, or that a product will be suitable for your pet’s individual dietary needs.

Please introduce new foods slowly and ensure the product is appropriate for your pet before purchasing.

If your pet has allergies, sensitivities, medical conditions, or is on a restricted diet, please seek advice from your veterinarian before feeding.

Refunds are not provided where a pet refuses to eat a product, unless the product is faulty or does not meet consumer guarantees.

Storage Responsibility

Our freeze-dried products must be stored correctly after delivery.

Please store products in a cool, dry place, away from heat, moisture and direct sunlight. Once opened, reseal the pouch properly after each use.

We cannot offer refunds or replacements for products that have been incorrectly stored, exposed to moisture, left open, contaminated after opening, or used past the recommended period after opening.

Order Cancellations

Please contact us as soon as possible if you need to cancel an order.

If your order has not yet been packed or shipped, we may be able to cancel it and issue a refund.

Once an order has been packed, dispatched or handed to the courier, we are unable to cancel it.

Delivery Issues

Pure Pantry Pets is not responsible for delays caused by couriers, incorrect delivery details entered at checkout, missed deliveries, or parcels left unattended where authority to leave has been provided.

If your parcel is returned to us due to an incorrect address, failure to collect, or delivery refusal, we may charge a re-delivery fee.

Shipping fees are non-refundable unless required under Australian Consumer Law.

Sale Items

Sale items are covered by the same rights under Australian Consumer Law as full-priced items.

We do not offer refunds or exchanges on sale items for change of mind, but if a sale item is faulty, damaged or incorrect, please contact us so we can assess the issue.

How to Request Help

To request assistance with an order, please contact us at:

Email: purepantryau@gmail.com

Please include your order number, photos where relevant, and a clear explanation of the issue.

We aim to review return and refund requests as quickly as possible.

Policy Updates

Pure Pantry Pets may update this Returns & Refund Policy from time to time. The version published on our website at the time of purchase will apply to your order.