Disclaimer: We are not responsible for allergic reactions. Please review the ingredient list in the product description carefully before purchasing. As all sales are final, refunds are not offered for change of mind, dietary sensitivities, or personal preferences.
Refund policy
Refund and Satisfaction Guarantee Policy
We take care to prepare and deliver PawFresh meals safely and in good condition. Because our meals are frozen and perishable, returns and refunds are handled according to the circumstances described below.
14-Day First-Order Satisfaction Guarantee
Trying fresh food with a picky dog can take time. If your dog does not enjoy PawFresh meals, your first PawFresh order may qualify for our 14-Day First-Order Satisfaction Guarantee.
To make a claim:
- Contact us within 14 calendar days of receiving your first order.
- Provide your order number and a brief explanation of your experience.
- The meals must have been stored, thawed and served according to our Feeding & Storage Guidelines.
- Retain the remaining packs until our team has reviewed your request and provided further instructions.
The guarantee is available once per customer, household and delivery address. It applies only to a customer’s first direct order placed through the PawFresh website.
Approved claims will be refunded to the original payment method. Original delivery charges are non-refundable unless the claim relates to a delivery problem or an error by PawFresh.
The guarantee does not apply to repeat orders, subscription renewals, promotional samples, event purchases, reseller purchases or orders placed through third-party marketplaces.
Damaged, Incorrect, Missing, Thawed or Spoiled Orders
Please inspect your order as soon as it arrives.
Contact us as soon as possible if:
- An incorrect item was delivered
- An item is missing
- The packaging is damaged or leaking
- The meals arrive substantially thawed
- The meals appear spoiled or unsafe
- The order was damaged during delivery
Please provide your order number and clear photographs or videos showing the affected items and packaging.
After reviewing the issue, PawFresh may offer an appropriate replacement, store credit or refund. Do not consume any product that appears damaged, spoiled or unsafe.
Change of Mind
Because PawFresh meals are frozen and perishable, we cannot accept returns or provide refunds for change of mind after an order has been prepared, dispatched or delivered.
Unopened packs cannot be returned for resale once they have left our controlled storage and delivery process.
Allergies and Dietary Sensitivities
Customers are responsible for reviewing the ingredient information before ordering.
We cannot provide refunds for known allergies, dietary sensitivities or ingredient preferences when the ingredients were clearly disclosed before purchase. Stop feeding the product and seek appropriate veterinary advice if your dog experiences an unexpected reaction.
This does not affect claims relating to an incorrect product, incorrect ingredient information or a product-quality issue.
Order Changes and Cancellations
Contact us as soon as possible when an order needs to be changed or cancelled.
We will try to accommodate the request, but changes or cancellations cannot be guaranteed after preparation or fulfilment has started.
Subscriptions
Subscriptions can be changed or cancelled before the next scheduled payment is processed.
Once a subscription payment has been processed and the order has entered preparation or fulfilment, it is treated as a confirmed order and might not be cancellable.
Cancelling a subscription stops future renewals. It does not automatically cancel or refund an order that has already been processed.
Refund Processing
Approved refunds are issued to the original payment method.
The time required for the refund to appear depends on the customer’s bank or payment provider. Delivery fees are refunded only when the refund relates to a delivery failure, a damaged delivery or an error by PawFresh.
Contact Us
To request assistance, contact PawFresh through WhatsApp at +65 8783 1124.
Please include your name, order number, description of the issue and any supporting photographs or videos.