Palatability Guarantee

Palatability Guarantee

At Paw Pantry, we are committed to providing wholesome, nutritious Australian made pet food that is enjoyable for your pets.  

 

We understand that pets can be discerning when it comes to their food preference. Our Palatability Guarantee aims to give you the peace of mind to shop with confidence. It is just one way we demonstrate our commitment to ensuring that both you and your furry companions are completely satisfied with our products and services. 

 

When introducing your pet to a new food or transitioning them to a new diet, our recommendation is to gradually do this over the course of at least 7 to 10 days.  

 

We take great pride in our range of premium cat and dog food. If your pet is not completely satisfied with their new food, our Palatability Guarantee allows you to return any unused dry or wet food from selected brands for an exchange or in certain circumstances, a full refund. 

 

Brands covered by Paw Pantry Palatability Guarantee: 

 

Dry Kibble:  

  • Hypro Premium (2.5kg bags only) 
  • Super Vite (3kg bags only) 
  • Pure Life (1.5kg & 1.8kg bags only) 


Pâté: 

  • Hypro Premium (12x 85g boxes only) 
    Please note: Wet food purchased in individual bags are not covered by our Palatability Guarantee. 

 

A full refund will be offered if:  

  • You have contacted us within 45 days of your purchase. 
  • Dry kibble is over 50% full and Pâté has at least 6 unopened pouches. 
  • The product is still in its original packaging. 
  • Your original proof of purchase receipt is included. 
 

The Process

 

  1. Please contact our customer service team via Live Chat or through contact page form to discuss your return. We will confirm the address to return it to. 
  2. The postage cost to return the unused portion of pet food is your responsibility.  
  3. Once we have received your returned food, we will promptly process your refund or arrange for an exchange with another food option. Please note: products purchased at a promotional discount will be refunded at the promotional price purchased. 

 

Our Palatability Guarantee is limited to a single refund of one bag per household in a 12-month period. Valid for Australian residential addresses. Not available for purchases made for resupply or commercial use.