Refund policy

Refund policy

Returns

To be eligible for a return, your item must be sealed and unused and in the same condition that you received it.

It must also be in the original packaging and re-sellable.

Several types of goods are exempt from being returned.

Perishable goods such as frozen or refrigerated products CANNOT be returned due to Safe Food policy. This is for safety and protection of our customers and their pets.

Once refrigerated or frozen products have left our premises, they can only be returned in the rare event of a  manufacturer's recall of the product.

Additional non-returnable items:

Gift cards and sale discounted products.

To complete your return, we also require a receipt or proof of purchase.

Sale items 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

If your item is defective or damaged and within 14 days of purchase date and you wish to exchange it for the same item, please send us an email at contactus@primal-paws.com.au with reasons for return of product.

Shipping

To return your product, please mail your product to:

48 Yakola Parade, Alexandra Headlands, Qld, Australia, 4572.

You will be responsible for paying for your own shipping costs for returning your item and we will pay the shipping for the replacement item being sent.

Initial shipping costs to you are non-refundable if the item has already been posted.

Depending on your location, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you might consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.