Refund policy

Deliveries and Returns

Products ordered from us can be delivered to the postcodes we are able to ship to within Australia and may change from time to time. Our deliveries exclude PO boxes at this time.

Products will be delivered by our third-party courier. We reserve the right to not deliver to all locations and will tell you if we can deliver to your address when you register on our website.

You will not hold us responsible for any delivery delays that are outside of our control.

Any missing deliveries should be reported to our Customer Care team by emailing us on info@proudi.com.

WIth regards to Proudi Raw orders, you acknowledge that the products are frozen and once delivered you must take all the necessary steps to ensure the products are stored according to our recommendations and we are not liable for any products that spoil due to poor storage once they have been delivered.

We take customer satisfaction and care incredibly seriously and want to ensure you have the best experience when receiving products from us. If you are dissatisfied at any time, please email our Customer Care team at info@proudi.com.

We reserve the right to not refund, credit, or discount your account if we believe the product was sent to you in a suitable condition and it was as specified as per the order you made with us. Due to the nature of the product and its perishability, we do not accept returns.

 

Refund Policy

We will not provide a refund or exchange if you simply change your mind. However, you may have rights to a replacement or refund under the Australian Consumer Law.

Nothing in these Terms attempts to modify or exclude the conditions, warranties, undertakings, and other legal rights, under the Australian Consumer Law (Consumer Law Rights). In Australia, our goods come with guarantees which cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Any and all other warranties or conditions which are not guaranteed by the Australian Consumer Law are expressly excluded where permitted, except to the extent such warranties and conditions are fully expressed in these Terms.

If you consider that any products sent to you are damaged, or defective or fail to comply with any of your Consumer Law Rights, you must notify us by contacting us on info@proudi.com. For us to determine whether a remedy is owed to you, you must provide the following information:

  • proof of purchase and purchase date within 30 days of contacting us;
  • product type and product number (this will be a date on the product packaging); and
  • digital evidence (photos) of the defect.

Unless the product defect was only noticeable upon opening, all products must be in their original undamaged packaging and condition and have not been used, worn, damaged, tampered with, washed, altered, and with all product tags still intact.

We will examine the received digital evidence of the defective product and will notify you of the outcome via email within 30 days.

Where your claim is a valid claim under the Australian Consumer Law, we may, depending on the failure, either dispatch a new replacement product, refund you the price of the relevant product or provide you with a credit for your next order.

We will process all refunds via the original payment method used by you. Please allow up to 30 business days from the date we confirm a refund will be processed before funds reflect in your account.

Please contact us for further information.

 

Palatability Guarantee

We want your pet to love Proudi! That’s why we offer a one-time palatability guarantee for each household.

If your dog or cat does not enjoy the taste of Proudi and refuses to eat the product, you may be eligible for a full refund on your order.

To make a claim:

  • You must contact us at info@proudi.com within 14 days of receiving your order.
  • We will provide a short palatability claim form for you to complete.
  • This guarantee is limited to one claim per household.
  • The product must have been purchased directly from proudi.com.

We reserve the right to request further information and to deny any claim that does not meet these conditions.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.