Returns Policy
Natural Farm Australia · Australia FN Pty Ltd (ABN 71 678 396 695)
support@naturalfarmpet.com.au
100% Satisfaction Guarantee
If you are unhappy with your product, within 30 days of your original purchase date, we will send a replacement product of your choice (of comparable value) or provide a full refund.
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1. Satisfaction Guarantee
We offer a 100% satisfaction guarantee. If you are unhappy with your product, within 30 days of your original purchase date, we will send a replacement product of your choice (of comparable value) or honour a full refund.
This guarantee is available for purchases made directly from naturalfarmpet.com.au or from an authorised seller. It is limited to the original, end-user purchaser. Natural Farm Australia may verify information and request valid proof of purchase to confirm a guarantee request. We reserve the right to decline requests where fraud or abuse of the guarantee is suspected.
2. Eligibility Conditions
| Time limit | Request must be made within 30 days of the original purchase date. After 30 days, no exchange, refund, or return will be processed. |
| Condition of item | To be eligible for a return, the item must be in its original packaging and fully sealed. |
| Promotional codes | We do not offer refunds for orders where a promotional code was not applied at checkout. Promo codes must be entered at the time of purchase. Retroactive adjustments are not available. |
| Changed credit card | If your credit card has changed since the date of purchase, we can only provide store credit. A refund to a different card is not possible. |
| Order changes | Once an order is processed, changes may not be possible before shipment. Notify us of any errors as soon as possible and we will do our best to resolve the issue before dispatch. |
3. Ineligible Items
The following items are not eligible for return, exchange, or refund:
- Gift cards
- Products marked as final sale
4. How to Request a Return, Exchange, or Refund
Email support@naturalfarmpet.com.au with the following:
Once your email is received, we will respond within 48 business hours (excluding public holidays) with confirmation of whether your request is approved or declined.
If a return is approved, you will receive a prepaid return label by email.
5. Refund Processing
If a refund is approved, funds will typically appear in your account within 5-7 business days of processing. This timeframe depends on your bank or payment provider.
6. Late or Missing Refunds
If you have not received your refund after 5-7 business days:
- Check your bank account again
- Contact your bank directly, as it may take additional time before the refund is officially posted
- If the refund still has not appeared, contact us at support@naturalfarmpet.com.au
Related Policies & Pages
Frequently Asked Questions
Quick answers to the most common returns questions.
What is the Natural Farm Australia returns policy?
We offer a 100% satisfaction guarantee. If you are unhappy with your purchase, you can request a replacement product of comparable value or a full refund within 30 days of purchase. Email support@naturalfarmpet.com.au with your order number and reason for the request.
How long do I have to return a product?
30 days from the original purchase date. After 30 days, we will not process an exchange, refund, or return under any circumstances.
How do I request a refund or exchange?
Email support@naturalfarmpet.com.au with your order number and the reason for your request. For exchanges, include the product you would like to receive instead. We respond within 48 business hours.
Do I need to pay for return shipping?
No. If a return is approved, we will send you a prepaid return label by email. You do not need to arrange or pay for return postage.
How long does a refund take to process?
Once approved and processed, refunds typically appear in your account within 5-7 business days. If you have not received the refund after this period, check your bank account and then contact your bank directly, as posting times vary by institution.
Can I get a refund if I forgot to apply a promo code?
No. We do not offer refunds or retroactive adjustments for orders where a promotional code was not applied at checkout. Promo codes must be entered at the time of purchase. Please review your order carefully before finalising payment.
My credit card has changed since I ordered. Can I still get a refund?
If your credit card has changed since purchase, we can only provide store credit. A refund to a different card is not possible.
Are gift cards and sale items returnable?
No. Gift cards and products marked as final sale are not eligible for return, exchange, or refund under any circumstances.