Refund policy
Our Commitment to You
Your satisfaction is at the heart of everything we do. If for any reason you’re not completely happy with your purchase, we’re here to make it right.
-----
1. ELIGIBILITY FOR RETURNS
Given the nature of raw pet food, returns are accepted in the following circumstances:
Damaged or Defective Items: If your order arrives in a damaged or defective condition, please notify us within 48 hours of receipt. We will promptly arrange an exchange or full refund.
Incorrect Orders: If you receive the wrong product, please contact us within 48 hours and we will arrange a replacement or refund without delay.
Non-Returnable Items: The following cannot be accepted for return: opened or used products; items past their expiration date; perishable products, unless they arrive damaged or defective.
-----
2. HOW TO INITIATE A RETURN OR EXCHANGE
To begin the process, please contact us via razyusuf.com@gmail.com with your order number and, where applicable, a photograph of the item. Our team will review your request promptly and guide you through every step. If a return is approved, full instructions will be provided, including any shipping arrangements where required.
-----
3. REFUNDS
Once a return is approved, your refund will be processed to your original payment method within 5–7 business days of us receiving the item. Please note that return shipping costs are non-refundable unless the return is the result of our error, such as an incorrect or defective item.
-----
4. EXCHANGES
If you’d prefer an exchange, we’ll dispatch a replacement within 3–5 business days of confirming the returned product’s condition. Should the item be out of stock, we’ll offer you store credit or a full refund — whichever you prefer.
-----
5. SALE ITEMS
Only regular-priced items are eligible for returns or exchanges. Items purchased during a sale or with a discount code are considered final sale and cannot be returned or exchanged, unless they arrive damaged or defective.
-----
6. ORDER CANCELLATIONS
If you need to cancel an order, please contact us within 1 hour of placing it. Once an order has been processed or dispatched, cancellation is no longer possible and our standard return policy will apply.
-----
7. RETURN SHIPPING
Return shipping costs are the responsibility of the customer, unless the return is due to our error. For items valued over a certain amount, we strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot be held responsible for items lost in transit.