Refund policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Once the bag is opened and used manufacturer policies are to be adhered to when requesting a refund/credit. We will not incur the costs for this if a product has to be sent back to the manufacturer.
We cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting. Please email us for the best outcome possible as we value ourselves on our customer service.
To start a return, you can contact us at Info@petfoodleaders.com.au. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. The customer is responsible for the cost of an item's return, unless there was an error on our behalf. It may cost more to send an item back to us than us shipping it out to you.
If an item is returned back to sender due to it not being picked up by the customer, the customer is to pay for the loss of shipping absorbed in the cost of the delivery and a restock fee (10% of the sale and an additional 10% for any payment plan payments associated with the sale) to be deducted from the refund of the order we originally posted.
If you have not received your item via Auspost because it has been delayed and you require a refund we will first check with our courier as to where your product is and make a judgement from there as to whether a refund is viable. We cannot issue a refund until we know where the product in question is.
The Manufacturers palpability refund/policies is independent to us and will be judged accordingly (you have within 30days to lodge a request with us or the manufacturer)
You can always contact us for any return question at Info@petfoodleaders.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items). Unfortunately, we cannot accept returns on discounted items, sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Cancellation before shipment has arrived
Once an order has been sent from Pet Food Leaders, customers are responsible for all shipping charges incurred thereafter. If an order is refused by the customer or canceled during transit, the customer will be charged outgoing and return shipping charges.