Returns

Last Updated: September 24, 2026

At Premium Paw Meals, operated by John’s Transport Services PTY LTD, we want customers to receive products in the condition expected. Because we sell consumable pet food products, food-safety and product-integrity requirements apply to returns.

This Refund & Return Policy explains the conditions under which products may be returned, replaced, or refunded. Please review it before placing an order.

1. Return Eligibility

We accept eligible return requests made within 7 days of confirmed delivery.

To qualify for a standard return, the product must:

Be unused and unopened
Be in its original packaging
Have all original seals, labels, and protective packaging intact
Be in the same condition in which it was received
Include proof of purchase or applicable order information

Products that do not meet these conditions may not qualify for a return or refund.

2. Pet Food and Consumable Product Safety

For health, safety, quality-control, and contamination-prevention reasons, pet food, treats, meal toppers, and other consumable products generally cannot be returned after they have been opened, used, partially consumed, unsealed, or removed from their original sealed packaging.

Once a consumable product has been opened or used, it will generally be considered final sale, unless the product was defective, damaged on delivery, contaminated, materially incorrect, or an incorrect item was sent.

Nothing in this section limits any mandatory rights you may have under applicable law.

3. Non-Returnable Items

The following items are generally not eligible for return:

Opened or used pet food or treats
Products with broken or removed safety seals
Products returned outside the 7-day return period
Products damaged after delivery due to improper handling, feeding, or storage
Products purchased as final sale, where clearly identified
Gift cards, if offered
Free promotional items
Products without sufficient proof of purchase
Products materially different from their original condition

4. How to Request a Return

Before sending any product back, contact our customer support team at [email protected].

Please include:

Your full name
Order number
Email address used for the order
Product you wish to return
Reason for the return
Clear photographs, where relevant

Do not send a return until you have received return instructions from our team. Unauthorized returns may experience delays or may not qualify for a refund.

5. Damaged, Defective, Contaminated, or Incorrect Items

If your order arrives damaged, defective, leaking, opened, contaminated, spoiled, or contains an incorrect product, please contact us within 48 hours of delivery.

Your message should include:

Order number
Description of the issue
Clear photographs of the product
Photographs of the packaging
Photographs of seals, lot information, expiration or best-by information where relevant
Photographs of any visible damage

Please retain the original product and packaging while your request is being reviewed.

After reviewing the issue, we may offer an appropriate resolution, which may include a replacement, refund, store credit, or another reasonable remedy depending on the circumstances and product availability.

6. Missing Items

If an item appears to be missing from your order, contact us as soon as possible after receiving the package.

We may request photographs of the products received, shipping box, shipping label, and packing materials so that we can investigate the fulfillment issue.

7. Return Shipping

Unless the return results from an incorrect item sent by us, a verified damaged or defective product, or another error attributable to Premium Paw Meals, the customer is responsible for return shipping costs.

Original shipping charges are generally non-refundable.

If the return results from an error on our part, we may provide return instructions, a prepaid label, or reimbursement of reasonable return shipping costs where appropriate.

8. Return Shipping Responsibility

If you are responsible for sending a product back, we recommend using a trackable shipping service.

Premium Paw Meals is not responsible for return packages that are lost in transit, delivered to an incorrect address, damaged during return shipping, or sent without following the return instructions provided.

A refund generally cannot be processed until the applicable returned product has been received and reviewed, unless we advise otherwise.

9. Inspection of Returns

Once an authorized return is received, we may inspect:

Product condition
Packaging
Safety seals
Whether the product has been opened or used
Whether the returned product matches the original order
Whether all applicable components have been returned

After inspection, we will notify you whether the return has been approved or declined.

10. Refunds

If a refund is approved, we will initiate it to the original payment method, unless another method is required or mutually agreed upon.

Approved refunds are generally processed by us within 5–7 business days after the return has been received and approved.

After we issue a refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account. That posting time is controlled by the financial institution and is outside our control.

11. Shipping Charges

Original shipping and delivery charges are generally non-refundable.

Shipping charges may be refunded where:

We shipped an incorrect product
The product arrived verified as damaged or defective
Applicable law requires otherwise

Additional delivery services or expedited shipping fees may also be non-refundable once those services have been provided.

12. Partial Refunds

In certain circumstances, we may issue a partial refund where permitted by law.

This may apply if an otherwise eligible product is returned with missing packaging or components, the product has been damaged after delivery, the returned condition has materially deteriorated, or only part of an order qualifies for a refund.

We will notify you if a partial refund applies.

13. Exchanges and Replacements

We do not guarantee direct product exchanges.

Where an eligible product needs to be replaced because it was damaged, defective, contaminated, or incorrect, we may provide a replacement depending on product availability.

For preference-based eligible returns, you may be asked to return the product for a refund and place a new order separately.

14. Order Cancellations

If you need to cancel or modify an order, contact us as soon as possible at [email protected].

We will make reasonable efforts to assist, but we cannot guarantee that an order can be changed or cancelled after it has entered processing, fulfillment, or shipment.

Once an order has shipped, it will generally be subject to this Refund & Return Policy.

15. Refused and Undeliverable Packages

Orders returned to us because of an incorrect or incomplete address supplied by the customer, failure to accept delivery, an unclaimed package, or another customer-related delivery issue may be subject to deduction of applicable shipping and return-shipping costs from any eligible refund, where permitted by law.

Additional shipping charges may apply if the customer requests reshipment.

16. Pet Allergies, Sensitivities, Preferences, and Product Compatibility

Pets may have individual food preferences, allergies, sensitivities, intolerances, or dietary needs.

Customers are responsible for reviewing ingredient information and feeding instructions before use, particularly where a pet has a known allergy, sensitivity, health condition, or veterinary dietary restriction.

Unless required by applicable law, a product generally does not qualify for a return solely because it:

Did not produce the customer’s desired result
Was not preferred by the pet
Was incompatible with a personal preference
Caused a reaction associated with a known allergy or sensitivity that was disclosed in the product’s ingredient information

If your pet experiences a serious or unexpected reaction, discontinue use and seek appropriate veterinary guidance.

17. Promotional and Free Products

Products provided free of charge as part of a promotion generally have no refundable cash value.

If a qualifying purchase is returned and the return causes the original order to no longer satisfy the requirements of a promotion, the value of promotional items or discounts may be taken into account when calculating the refund where permitted by law.

18. Chargebacks and Payment Disputes

We encourage customers to contact us directly before initiating a chargeback or payment dispute.

If there is a problem with your order, email [email protected] so we can review the matter and attempt to provide an appropriate resolution.

Fraudulent or abusive payment disputes may be challenged using applicable order, delivery, communication, and transaction records.

19. Refund Abuse and Fraud

We reserve the right to decline returns, refunds, or replacements where we reasonably identify fraud, repeated abuse of the return process, false claims, manipulated evidence, unauthorized payment activity, or attempts to return products not purchased from Premium Paw Meals.

Any such decision will be made reasonably and in accordance with applicable law.

20. Consumer Rights

This Refund & Return Policy is intended to supplement, not replace, consumer rights that cannot legally be excluded.

If applicable consumer law provides additional rights or remedies, those rights continue to apply.

21. Changes to This Policy

We may update this Refund & Return Policy from time to time to reflect changes in our business practices, products, procedures, or legal requirements.

The latest version will be identified by the “Last Updated” date at the top of this page.

22. Contact Us

For returns, damaged items, refund requests, or questions regarding this policy, please contact:

Premium Paw Meals
Operated by John’s Transport Services PTY LTD
John’s Transport Services PTY LTD
21 moir st Smithfield NSW 2164 AUS

Email: [email protected]