Subscription & Returns Policy

Subscription Policy

At the time of purchase, all customers have the option to select either:

  1. One-time purchase - a single delivery with no recurring charges, or
  2. Subscribe & Save - recurring monthly deliveries at a discounted price

By selecting "Subscribe & Save" at checkout, you are entering into a subscription agreement with RawDawg for recurring monthly deliveries.

Your selected purchase option will be clearly outlined in the order confirmation email you receive immediately after purchase.

If you are unsure which purchase type you selected, please refer to your order confirmation email.

Subscription Terms

All subscriptions include a 90-day minimum commitment period consisting of 3 monthly deliveries:

  • Month 1: Discounted price + free shipping + FREE Welcome Kit
  • Months 2 & 3: Discounted product price + shipping

Your payment method will be securely stored and automatically charged every 30 days for each delivery until your subscription is cancelled.

To manage your subscription: Log in to your customer portal using the "Manage Subscription" link in your order confirmation email. Requests submitted via email cannot be processed.

Billing

  • Billing occurs every 30 days from your initial purchase date
  • You will receive an email notification when each order is processed
  • All billing inquiries must be directed through your subscription portal

Modifications

You may skip individual deliveries or modify delivery dates through your subscription portal.

Cancellation Policy

Cancellations are not available during the 90-day commitment period. All 3 committed monthly shipments will be fulfilled as agreed at checkout.

After the 90-day commitment is complete, cancellation options will become available in your subscription portal. To cancel, use the "Manage Subscription" link in your order confirmation email.

If you do not cancel after your 90-day commitment ends, your subscription will continue on a month-to-month basis and you will continue to be charged until you cancel.

REFUND & RETURN POLICY

General Policy

All orders are processed and shipped immediately upon payment confirmation. By completing your purchase, you authorize us to fulfill your order without delay.

Change of Mind Returns

We accept returns of unopened, undamaged products in original packaging within 14 days of delivery under the following conditions:

  • A 20% restocking fee will be deducted from your refund
  • Return shipping costs are the customer's responsibility
  • You must obtain a Return Authorization (RA) number before returning (see process below)

Refunds will be processed within 5-10 business days after we receive and inspect the returned item.

We do not accept returns on:

  • Opened packages (due to health and safety regulations)
  • Products outside the 14-day return window
  • Damaged, used, or incomplete products

Subscription Orders

Subscription orders are non-refundable as they are fulfilled according to the agreed terms at checkout. All committed shipments within the 90-day period are non-refundable.

Faulty or Defective Products

If you receive a faulty or defective product, you are entitled to a refund, replacement, or repair.

To report a faulty product:

  • Email us at [your email] within 7 days of delivery
  • Include photos of the defect and your order number
  • We will provide a prepaid return label if return is required
  • Full refund or free replacement will be issued upon confirmation

Damaged in Transit

If your product arrives damaged during shipping:

  • Email us within 48 hours with photos of the damage
  • We will send a free replacement immediately
  • No return of damaged product is required

How to Request a Return

  1. Email [your email] with your order number and reason for return
  2. Wait for Return Authorization (RA) number and instructions
  3. Ship the item back in original packaging with RA number clearly marked
  4. Retain your shipping receipt as proof of return
  5. Refund will be processed once we receive and inspect the item

Returns sent without an RA number will not be accepted.

Refund Processing

  • Refunds are issued to the original payment method
  • Processing time: 5-10 business days after we receive the returned item
  • Additional 5-10 business days for your bank/card provider to process the credit

Non-Refundable Items

The following are non-refundable:

  • Opened bottles
  • Subscription Welcome Kit items (dog tag, engraving, spoon)
  • Shipping fees (except for defective/incorrect items)
  • Items returned without RA number or outside the 14-day window

Contact Us

For all refund and return inquiries:

  • Email: [your email]
  • Business Hours: Monday - Friday, 9am - 5pm AEST
  • Response Time: Within 48 hours