Return and Refund Policy
At RogueRaw, we are committed to providing premium quality raw nutrition and exceptional customer service. Due to the perishable nature of our products and strict food safety requirements, special conditions apply to returns, exchanges and refunds.
Damaged or Incorrect Products
Every RogueRaw order is carefully packed and inspected prior to dispatch. While issues are rare, if you receive a product that is damaged, spoiled, incorrect, or significantly different from what was ordered, please contact us within 12 hours of receiving your delivery.
To assist with your claim, please provide:
- Your order number
- Clear photographs of the product and packaging
- A brief description of the issue
Claims can be submitted to: info@rogueraw.com.au
Once reviewed, we may offer a replacement, store credit, or refund where appropriate.
Food Safety & Perishable Products
Due to food safety regulations and the perishable nature of raw pet food, RogueRaw cannot accept returns of food products once they have left our premises.
For health and safety reasons, products that have been opened, partially consumed, improperly stored, or handled after delivery are not eligible for return.
Change of Mind
We do not offer refunds or exchanges for change-of-mind purchases on raw food products.
Please ensure your order is correct before completing your purchase.
Refund Eligibility
Where a refund is approved, it will be processed back to the original payment method used for the purchase.
Refund requests will be assessed on a case-by-case basis in accordance with Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
Delivery Issues
If your order arrives damaged during transit, please retain all packaging and contents and notify us within 12 hours of delivery.
Failure to notify us within a reasonable timeframe may affect our ability to investigate the matter with the freight carrier.
Contact Us
If you have any questions regarding your order, please contact our team:
Phone: (02) 4620 7660
Email: info@rogueraw.com.au
We are committed to resolving genuine concerns promptly and fairly and appreciate your support of Australian-made raw nutrition.