Food Palatability Guarantee
Lucky Pet only premium holistic food that is rich in protein, appropriate carbohydrates as well as fruit and veggies. When you are changing to a new food for either cats or dogs, please make sure you change over gradually, especially if you are mocing fro a standard food. Please see the manufacturer’s directions for guidance.
If you are trialing a new food, please consider purchasing the smallest bag first. Of course, we understand that all pets are different and may not like their food right away. Please give it time, and if they're still not happy, let us know!
All food that is sold by Lucky Pet comes with a palatability guarantee. If your pet does not like the food you have chosen within 7 days, simply get in touch with us and we will advise next steps including how to return the unused portion of the food (if requested).
When contacting us, please provide a photo of the product barcode (normally located on the back or bottom ofthe bag), as well as details of your dog’s experience, along with your original proof of purchase (your order number). Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Our Palatability Guarantee applies in addition to, and does not replace, those consumer guarantees. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Where applicable, you are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Under the palatability guarantee we offer a full refund of the food product purchase price on the conditions set out below. Simply get in touch with our friendly customer service team on 1800 565333 and we will happily help you organise a return.
Under our palatability guarantee we will accept a return on your bag of food so long as:
- The unused food is returned in its original packaging;
- The food bag contains at least 50% of the original contents;
- The food bag is returned with proof of purchase;
- The food bag is returned at the customer’s cost; and
- The food bag is returned within 60 days of purchase.