Refund & Returns Policy

Last updated: 29 September 2026

At Purebowl, we want you and your dog to be happy with your purchase. Due to the nature of our products, we do not generally accept returns or provide refunds for change of mind, preference, or because your dog does not like or tolerate a product.

This policy applies to purchases made through Purebowl AU PTY LTD and does not exclude or limit any rights you may have under the Australian Consumer Law.

Change of Mind

Purebowl does not accept returns or provide refunds where you have simply changed your mind about your purchase.

This includes, but is not limited to:

• You no longer want or need the product.

• You ordered the incorrect product or quantity.

• Your dog does not like the taste, texture, smell, or appearance of the product.

• Your dog refuses to eat the product.

• Your dog does not tolerate the product.

• You have found another product you prefer.

• You ordered more product than required.

• You did not realise the product required rehydration before feeding.

Because Purebowl products are food products intended for consumption by dogs, we cannot accept products that have been opened, used, partially consumed, or returned simply because of a change of mind.

Order Cancellations

Once an order has been placed, we begin processing it as soon as reasonably possible.

If you wish to cancel an order, you must contact us more than 24 business hours before your order is scheduled to be processed or dispatched.

Cancellation requests received within this timeframe may not be able to be accommodated.

A change-of-mind cancellation request does not guarantee that your order can be cancelled, particularly where the order has already entered processing, packing, or dispatch.

If an order has already been processed or dispatched, it cannot be cancelled simply due to a change of mind.

Products That Arrive Damaged, Incorrect or Not as Described

If your order arrives damaged, incorrect, faulty, or materially different from what you ordered or what was described on our website, please contact us as soon as possible.

To allow us to properly investigate the issue, please provide:

• Your order number.

• The date you received your order.

• A description of the issue.

• Clear photographs or other evidence showing the issue.

• Any other information we reasonably request to assess your claim.

We recommend contacting us within 20 days of receiving your order where possible.

Where a product is found to have a problem covered by the Australian Consumer Law, Purebowl will provide the appropriate remedy required by law. Depending on the circumstances, this may include a replacement, repair, refund, or other remedy available under the Australian Consumer Law.

Consumer Guarantees

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies available to you under the Australian Consumer Law.

Our products come with consumer guarantees that cannot be excluded where those guarantees apply.

If a product does not meet a consumer guarantee, please contact us so that we can assess the issue and determine the appropriate remedy.

Refunds

Where Purebowl approves a refund, the refund will generally be processed back to the original payment method used for the purchase.

The time it takes for the refund to appear in your account may depend on your bank or payment provider.

We will notify you once your refund has been processed.

Returns

Please do not send products back to Purebowl without first contacting us and receiving approval from our team.

Unauthorised returns may not be accepted or processed.

Where a return is required because of an issue covered by the Australian Consumer Law or another issue accepted by Purebowl, we will provide you with instructions regarding the return process.

Incorrect Address or Failed Delivery

Customers are responsible for providing accurate delivery information at checkout.

If an order is returned to us because an incorrect or incomplete address was provided, or because delivery could not be completed for reasons within the customer's control, additional shipping or redelivery costs may apply.

This does not affect any rights you may have under the Australian Consumer Law.

Contact Us

If you believe your order or product has an issue that may qualify for a remedy under this policy or the Australian Consumer Law, please contact:

Purebowl AU PTY LTD
Trading as Purebowl

Email: hello@purebowl.com.au
Website: www.purebowl.com.au

Please include your order number, date of purchase/receipt, a description of the issue, and photographs where relevant.

Purebowl reserves the right to assess each request individually and determine the appropriate resolution in accordance with this policy and applicable Australian law.