Privacy Policy

At GPF , we want you and your pet to be completely satisfied with every product you’ve purchased, and we take great care in ensuring we carry only the highest quality products to meet you and your pet’s needs. 

We understand that products sometimes don’t meet expectations or things don’t work out as they should, which is why we give you the peace of mind of a replacement if the product doesn’t meet your needs, or a full refund if it’s found to be defective.

For all return requests please contact [email protected] and include the following information: 

• Order number 
• Order name
• Item/s that you wish to return 
• Reason for return 

We happily accept “change of mind” returns for up to 30 days from purchase, providing the item is unopened and in original condition (including packaging). For these purchases you can return your order for exchange or store credit.

You can also return your order for a refund if the item is faulty, not fit for the intended purpose or not as pictured on the website. If you received a damaged shipment or product, please email photos of the damaged item to[email protected], include your invoice number and name, and we will work with you to resolve the issue.

Once we receive your qualifying return and approve your refund, we will credit your original method of payment. Please allow an additional 10 business days for the credit to post to your bank or credit card account.

A GPF customer service representative must be contacted before returning goods. We can only offer refunds when we have arranged the return shipping. A return shipping label will be provided and is to be clearly attached to the parcel. The parcel can then be dropped off at any post office or post office box. 

You will be responsible for the cost of a ”change of mind” return. If the product was faulty, not fit for the intended purpose or not as pictured on the website, then you will be entitled to recover your reasonable postage costs.

Due to strict food safety policies, we cannot offer refunds or exchanges on food, treats or any edible items that are opened, unless the item was faulty or you qualify for a refund under our Satisfaction Guarantee policy as set out below. Please make your selections carefully, and double check your order before submitting.

What if my pet doesn’t like the food?

At GPF , we believe your dog and cat will love their food so much that if they don’t … we’ll help you find a replacement or refund you. That’s our Satisfaction Guarantee.

How it works (note if you believe the item was faulty, see our refund policy above).

1.Make contact with our customer happiness team via email at [email protected]  to outline the issue you are having with your pet food purchase along with an image of the bag and the amount remaining in the bag

2.In your email please be sure to list the expiry date, batch code, order number & customer name of the food you are looking to be refunded for

2.Our customer happiness team will reach out to if they need further information to assess your claim and will provide a refund for your product if your claim has qualified 

3.Our team will also be able to assist in finding you a more suitable product for your pet

Satisfaction Guarantee Terms and Conditions

• Our satisfaction guarantee is applicable on eligible dog and cat food brands only within 40 days of purchase – see here for the list of eligible brands
• You must be able to provide proof of purchase, if you are an existing member, we will be able to access your previous purchase if you have misplaced it
• You must have 50% or more left of the pet food purchased
• If you meet the above conditions,you will be provided with a full refund of the original purchase price, please allow up to 10 business days for this to show up in your nominated account
• We reserve to refuse a refund if your purchase falls outside of the above conditions 
• This policy does not replace or limit your rights under the Australian Consumer Law