Refund policy

At The Pet Food Company, we are committed to providing your pets with the highest quality raw nutrition. Due to the perishable nature of our products and strict health and safety regulations, our return policy is as follows:

1. General Policy

Because our products are raw frozen meat, we do not accept returns or offer refunds for "change of mind" or "refusal of delivery" by the customer. Once a shipment leaves our temperature-controlled facility, we cannot guarantee its safety for resale if it were to be returned.

2. Faulty or Damaged Goods

We take great care in packing our orders, but we understand that issues can occur. You are entitled to a refund or replacement only if the product is:

  • Damaged upon arrival (e.g., punctured vacuum seals that occurred during transit).

  • Faulty (e.g., product has thawed significantly below safe temperatures due to a courier delay).

  • Incorrectly fulfilled (e.g., you received the wrong protein or size).

3. How to Report an Issue

To be eligible for a resolution, you must report the issue within 24 hours of receiving your delivery. Please follow these steps:

  1. Contact us: Email [Insert Email Address] with your order number in the subject line.

  2. Provide Evidence: Attach clear photos of the damaged packaging, the product itself, and the batch/lot number found on the label.

  3. Storage: Keep the product in your freezer/fridge until we have reviewed your claim, as we may need further information.

4. Processing Your Refund

If your claim is approved:

  • Replacements: We will ship out a replacement at the next available shipping date at no extra cost.

  • Refunds: If a replacement is not possible, a refund will be issued to your original payment method. Please note it can take 5–10 business days for your bank to process the credit.

5. Shipping & Delivery

It is the customer's responsibility to ensure someone is available to receive the delivery or that a safe, shaded "leave-at-door" instruction is provided. The Pet Food Company is not responsible for products that spoil because they were left unattended for an extended period after delivery.