Refund policy

Refund Policy - 2023 

At The Natural Canine, our main priority is providing high-quality products that customers (and their animals) will love. However, we understand that sometimes issues may arise and a refund or replacement may be required.  

Due to the perishable nature of our products, as well as health and safety concerns, we are unable to accept returns, exchanges or offer refunds due to a change of mind. Once a product leaves our store, Natural Canine does not regulate how goods are stored and prepared, therefore no product can be resold on return.   

In the event that you are not completely satisfied with any product purchased from us, please contact us at sales@thenaturalcanine.com.au or via our Facebook page (The Natural Canine)  within seven (7) days of the date that you received your order.  

Please provide the following information in your correspondence: 

• Product name, use by date and issue arisen; 
• Photographs of the fault or defect including evidence that the product is a Natural Canine product. 
• Proof of purchase in the form of your purchase confirmation email, order invoice or original receipt.  

If an item is faulty, wrongly described, incorrect or otherwise in breach of Australian Consumer Law, then we will fulfill our legal obligations, which may include refunding the purchase price or providing a replacement product (subject to availability).  

We can assist you with your return of a faulty item, provided that upon assessment by us: 

• the product is considered faulty or in breach of Australian Consumer Law; or 
• the product is considered to hold a manufacturing fault or defect; or 
• the product varies significantly to the product description and/or images; or 
• the product delivered is incorrect and is not the item that was ordered. 

If an item is found to be defective or faulty, you will be instructed to return it to us as soon as possible. We will provide a replacement or refund on the faulty item (at your election).  

Please note that we may not be able to offer a replacement on some products if there is no longer stock available. Alternative products may be offered instead.   

Refunds 

• If you are entitled to a refund, your refund will be returned in the same manner as the original payment method.on  

•  For purchases made by credit or debit card, the cardholder and the same credit or debit card are required to process the refund as was originally used for the purchase. 
• Please note that processing of refunds can take up to 7 business days to show on your account due to varying processing times between payment providers.