Effective Date: 2026

At Pure Palate Pets, we are committed to providing high-quality raw dog and cat food. Due to the perishable nature of our products, our returns and refunds policy is structured to ensure product safety and fairness to all customers.

Perishable Products (Raw & Frozen Food)

• All raw and frozen products are classified as perishable goods.
• For health and safety reasons, we do not accept returns of perishable items once they have been delivered.
• This policy ensures that all products remain safe and uncontaminated for pets.

Incorrect or Damaged Orders

We will gladly assist with a refund or replacement if:

• You received the wrong product, or
• Your order arrived damaged or compromised

To qualify:

• You must notify us within 24 hours of delivery
• Provide clear photographic evidence of the issue
• Ensure the product has not been significantly used or altered

Once verified, we may:

• Replace the product, or
• Issue a refund (full or partial), at our discretion

Delivery Responsibility

• It is the customer’s responsibility to ensure someone is available to receive the order.
• Once the order has been delivered, the responsibility for proper storage (refrigeration or freezing) transfers to the customer.

We are not liable for spoilage due to:

• Delayed collection
• Incorrect storage
• Missed deliveries

Non-Perishable Products (if applicable)

For non-perishable items (e.g., accessories, treats, or merchandise):

• Returns may be accepted within 7 days of delivery

Items must be:

• Unused
• In original packaging
• In resalable condition

Customers are responsible for return shipping costs unless the item was incorrect or defective.

Refund Process

• Approved refunds will be processed via the original payment method.
• Please allow 5–10 business days for the refund to reflect, depending on your payment provider.

Order Cancellations

• Orders may be cancelled before dispatch.
• Once an order has been prepared or dispatched, cancellation may not be possible due to the perishable nature of the products.

Contact Us

To report an issue or request a refund/replacement, please contact us:

Pure Palate Pets

Email: info@purepalatepets.co.za

Phone/WhatsApp: 0710550735

Please include:

• Your order number
• Description of the issue
• Supporting photos (if applicable)

By placing an order with Pure Palate Pets, you acknowledge and agree to this Returns & Refunds Policy.