1. Introduction

At Real Dog Food, we aim to ensure that our customers are completely satisfied with their purchases. If, for any reason, you are not satisfied with the product(s) you have received, we are here to help with our straightforward refund process.

2. Eligibility for Refunds and Returns

  • Change of Mind: Please note that we do not normally offer refunds or exchanges for change of mind. If you wish to return an item due to change of mind, please contact us, and we may, at our discretion, offer a store credit or exchange.
  • Faulty or Damaged Items: If you receive a product that is faulty, damaged, or not as described, you are entitled to a refund or replacement under Australian Consumer Law. Please contact us within [specific time frame, e.g., 30 days] of receiving the product to initiate the return process.
  • Incorrect Items: If you receive an incorrect item, please contact us immediately so we can arrange for the correct item to be sent to you.

3. Process for Returns and Refunds

To initiate a return or refund, please follow these steps:

  1. Contact us at [contact details] with your order number, the reason for the return, and, if applicable, evidence of the fault or damage.
  2. We will assess your request and, if approved, provide instructions for returning the item.
  3. The item must be returned in its original condition and packaging, with all accessories included.
  4. Once we receive the returned item, we will inspect it and process the refund or exchange as applicable.

4. Refund Method

Refunds will be processed using the original payment method unless otherwise agreed. Please allow up to [specific number of days] for the refund to appear in your account.

5. Shipping Costs for Returns

  • If you are returning an item because it is faulty or not as described, we will cover the return shipping costs.
  • For returns due to change of mind or incorrect selection, the customer may be responsible for the return shipping costs.

6. Contact Us

If you have any questions about our Refund Policy or need assistance with a return or refund, please contact us at:

info@realdogfoodco.com.au