Last updated: 29th October 2025

At Carnivore Pet Kitchen, we want you and your pet to be completely happy with our products. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). This Policy explains when you may return products and how we manage refunds or replacements.

1. Your rights under Australian Consumer Law

Under the ACL, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. If the product fails to be of acceptable quality and the problem does not amount to a major failure, you are entitled to have the goods repaired or replaced.

Nothing in this Policy limits your rights under the ACL.

2. When you can return a product

You may return a product if:

• it is faulty, damaged, or unsafe,
• it does not match its description or perform as promised, or
• it is not of acceptable quality.

For hygiene and safety reasons, we generally cannot accept returns if you have simply changed your mind or if the product has been opened and used, unless required by law.

3. How to request a return or refund

If you believe there is a problem with your product, please contact our customer service team as soon as possible. We may request:

• proof of purchase (such as your order confirmation or receipt), and
• photos of the product or packaging to help us assess the issue.

Our team will work with you to resolve the matter quickly, which may include providing a refund, replacement or store credit depending on the circumstances.

4. Refund process

• Refunds will be issued to the original payment method wherever possible.
• If your product needs to be returned, we will provide instructions and may cover reasonable return shipping costs where required by law.
• Refunds will be processed promptly once the returned goods are received and inspected.

5. Contact us

If you have any questions about this Policy or wish to request a return, please contact our customer service team by email at info@carnivorepetkitchen.com.au