Refund policy

Return & Refund Policy

At Proper Pet, we take pride in providing high-quality, 100% freeze-dried pet treats made from premium Australian ingredients. Your satisfaction (and your pet’s happiness 🐶🐱) is our priority.

Please read our policy below:

1. Change of Mind

  • Due to the perishable nature of pet food, we do not accept returns or offer refunds for change of mind.

  • Please choose your products carefully before placing an order.

2. Damaged, Defective, or Incorrect Items
We want every order to arrive in perfect condition. If you receive an item that is:

  • damaged in transit,

  • defective, or

  • not what you ordered,

please contact us within 7 days of delivery with your order number and clear photos of the issue.

We will arrange one of the following, depending on the situation:

  • a replacement item sent at no extra cost, or

  • a full refund to your original payment method.

3. Returns

  • Returns are accepted within 7 days of delivery.

  • Items must be unopened, in original packaging, and in resellable condition.

  • Customers are responsible for return shipping costs unless the error was ours.

  • No restocking fee will be charged.

  • No items are considered “final sale.”

4. Refund Processing Time

  • Approved refunds will be processed within 7–14 business days after confirmation.

  • Please note that processing times may vary depending on your payment provider.

5. Contact Us
If you have any issues with your order, please reach out to us at:
📧 proper.pet.au@gmail.com

We’re here to help and ensure your experience with Proper Pet is a positive one!