Refund policy
At Raw Spirit, we take care to provide clear product information so customers can make informed decisions before purchasing.
Because many of our products are ingestible, perishable, made for animal use, or handled in a way where resale may not be appropriate once dispatched, we do not generally accept returns for change of mind.
Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law.
When we may decline a return or exchange
We may decline returns or exchanges where:
- the product has been opened, used, damaged, or altered after delivery
- the product is perishable or time-sensitive
- the product was ordered incorrectly by the customer
- the request relates to access-controlled, limited-rollout, or delivery-specific products that were prepared or allocated for that order
Damaged, defective or incorrect products
If a product arrives damaged, defective, incorrect, or not of acceptable quality, please contact us as soon as reasonably possible at enquiries@rawspirit.com.au with your order details, a description of the issue, and photos where relevant.
Where required by law, or where we otherwise agree a remedy is appropriate, Raw Spirit may offer, at its discretion and subject to applicable law:
- replacement
- refund
- store credit
- other reasonable remedy
Refunds, where approved, will generally be processed back to the original payment method used for the purchase.
Raw meals, crunchy treats and limited-rollout products
For raw meals, crunchy treats, and other limited-rollout products, any issue relating to delivery timing, spoilage, missing items, or product condition should be reported promptly so we can assess the matter. Because these products are handled on a best-efforts and operationally constrained basis, customers must ensure delivery information is accurate and delivery conditions are suitable.
Order changes and cancellations
If you need to modify or cancel an order, please contact us as soon as possible. We cannot guarantee changes can be made once processing has begun.