Terms of service

Terms and Conditions:

Click & Collect

These terms and conditions apply to all Click & Collect orders placed through the Rawesome Pet Food website.

Orders

  • Order Confirmation & Acceptance: You'll receive an order confirmation email immediately after placing your order, which acknowledges receipt. Your order is officially accepted when you receive a "Ready for Pick-up" notification email.

  • Product Availability: We do our best to keep items in stock, but inventory can change. If an item becomes unavailable after you've ordered, we will contact you right away by email or phone to offer an alternative, a refund, or to adjust your order.

  • Collection Requirements:

    • Please bring your "Ready for Pick-up" email (digital or printed) and a valid photo ID (like a driver's license) when collecting your order.

  • Frozen Product Storage: We store frozen products carefully until pickup. Packed orders will be stored in the freezers until your arrival at the store.

  • Order Retention & No Pick-up Policy:

    • Click & Collect orders will be held for
       7 days from the "Ready for Pick-up" notification date.

    • If an order is not collected within these 7 days, we will attempt to contact you by email and phone to arrange an alternative pick-up or delivery (at your expense).

    • If we cannot reach you or the order is not collected within a further
       3 days after our last contact attempt, the order will be cancelled. A refund for the product value will be processed, less a 10% restocking fee to cover handling and administrative costs.

    • For re-delivery or re-shipment after a cancelled and refunded uncollected order, a new order must be placed.

  • Pricing: All prices are as displayed on the website when you make your purchase. In the rare event of a pricing error, we reserve the right to either refund any overcharge or offer you the choice to pay the correct price or cancel your order if undercharged.

Return and Refund Policy:

  • Damaged/Faulty Products: We will refund or replace any spoiled products. Please contact us via phone at 4577 7061 or email at support@rawesomepetfood.com.auto discuss immediately.  We will need photo evidence or products retained for examination. Approved claims will receive a replacement, store credit, or refund.

  • Refund Process: Approved refunds will be processed back to your original payment method within 3-5 business days. Bank processing times may vary. 


Order Cancellation

  • If you wish to cancel an order, please contact us immediately. A 10% restocking fee may apply if the order has already been packed. 


Launch Offer

These terms apply to our "FIRST 50" Click & Collect launch offer:

  • Offer: Be one of the first 50 online Click & Collect customers to get a 10% discount and a free packet of fish or duck heads.

  • How to Claim: Use code 'FIRST 50' at checkout.

  • Bonus Draw: Spend over $100 on your order to enter a draw for a consult voucher with our vets.

  • Vouchers: Two (2) vouchers are available, valid for 12 months.

  • Draw Date: Winners will be drawn on Friday, Sep 5, 2025.

  • Details: Standard Click & Collect T&Cs apply. Offer valid while supplies last.