Return And Refund Policy

At Pet’s Kitchen, we’re committed to delivering the best quality products and exceptional customer service to you and your furry friends. We understand that sometimes things might not go as planned, and a return or refund might be needed. Please review our Return and Refund Policy to know how we handle such situations.

Damaged Products

We take great care in packing our fresh pet food with precision and attention to detail. Each box and packaging is thoroughly checked before it leaves our store. However, if you receive a damaged product, we’re here to assist you. Please send clear images of the damaged item to surreydowns@petskitchen.com.au within 24 hours of receiving your delivery. Our team will assess the situation, coordinate with relevant parties, and provide you with an update, a replacement, or a refund as necessary.

Non-Refundable Items

Please be aware that opened or partially used products are not eligible for a return due to health and safety reasons. We appreciate your understanding in this matter.

Process for Returns and Refunds

Due to the perishable nature of our preservative-free food, we cannot accept returns of our Pet’s Kitchen range. However, our customer service team is more than happy to discuss the possibility of a refund or exchange. Simply reach out to surreydowns@petskitchen.com.au or call us at (08) 8318 1431 to discuss your situation.

To initiate a return or refund request, please contact our customer support team at surreydowns@petskitchen.com.au. Include your order number, contact number, and email in your message. Our team will guide you through the process and provide instructions for returning the product if applicable. Please note that customers are responsible for the return shipping costs unless the return is due to a damaged or defective product.

Refund Eligibility

Refunds will be processed once the returned product has been received and inspected. We reserve the right to deny a refund if the returned product does not meet the eligibility criteria outlined in this policy. If your return is approved, a refund will be issued to the original form of payment used for the purchase. Please allow for a reasonable processing time for the refund to appear in your account.

Contact Information

For any questions, concerns, or assistance with returns and refunds, please contact our customer support team at (08) 8318 1431 or email us at surreydowns@petskitchen.com.au. We are dedicated to resolving any issues promptly and ensuring your satisfaction.

At Pet’s Kitchen, we value your trust and strive to provide you and your pet with the best possible experience. We appreciate your understanding of our Return and Refund Policy and are committed to addressing any concerns you may have.