Refund policy

At Pet’s Kitchen, we take great pride in the quality of our products and the care we put into preparing and packing every order. Because many of our products are fresh, raw, or preservative-free, our return policy is slightly different from standard retail products.

Damaged or Incorrect Items

If your order arrives damaged, incorrect, or missing items, please contact us within 24 hours of receiving your order.

Please email support@petskitchen.com.au with:

  • Your order number

  • A brief description of the issue

  • Clear photos of the product and packaging

Our team will review the issue and arrange a replacement, store credit, or refund where appropriate.

Fresh & Perishable Products

Due to the perishable nature of our fresh, raw and preservative-free pet food, we are unable to accept returns on opened or used products.

If there is a problem with your order, please contact us as soon as possible and we will do our best to resolve the situation.

Change of Mind

We do not offer refunds for change of mind on fresh food products.

For non-perishable items such as toys, accessories or supplements, returns may be accepted if:

  • the item is unused

  • it is in original packaging

  • the request is made within 7 days of purchase

Return shipping costs are the responsibility of the customer unless the product is faulty or incorrect.

Refund Processing

If a refund is approved, it will be processed to the original payment method used at checkout. Please allow several business days for the refund to appear in your account depending on your payment provider.

Need Help?

If you have any questions or concerns about your order, please contact us and our team will be happy to help.

Pet’s Kitchen
support@petskitchen.com.au
08 8318 1431
Shop 5, 246–264 Grenfell Road
Surrey Downs SA 5126