Subscription Cancellation & Refund Policy

At CDK9 Raw, we take great care in preparing and delivering high-quality, fresh and perishable raw pet food. Due to the nature of our products, we have specific policies regarding cancellations, returns, and refunds to ensure food safety and customer satisfaction.

1. Order Cancellations

• Orders can be cancelled free of charge within 4 hours of placement, as long as they have not been processed.
• Any cancellation requested after 4 hours will incur a 15% administrative fee to cover processing and handling costs.
• If store credit is accepted this administrative fee reduces to 5%
• Once an order has been processed, packed, or shipped, it cannot be cancelled or refunded due to the perishable nature of our products.

2. Returns & Refunds

• No Returns for Perishable Products
  Due to health and safety regulations, perishable products (raw pet food) cannot be returned once shipped.

• When a Refund May Apply
  Refunds will only be considered under the following circumstances:

  1. The product was incorrectly supplied (e.g., the wrong item was sent).
  2. The order was not delivered within the agreed timeframe due to an issue with our delivery service, provided that the delay was unreasonable and beyond normal expected delivery variations.

• Administrative Fees
  If a refund is approved and the original order was canceled more than 4 hours after it was placed, a 15% administrative fee applies. (If you accept store credit instead of a refund, this fee may be reduced—see Section 1 for details.)

Note: For damaged or spoiled products, please see Sections 3 (Delivery Issues) and 4 (Damaged or Spoiled Products) for instructions on how to report these concerns and request a replacement, or store credit.

3. Delivery Issues – Must Be Reported Within 3 Days of delivery

If there is an issue with your delivery (e.g., missing items, incorrect order, or spoilage due to transit delays), you must:

• Report the issue within 3 days of delivery by contacting our support team. team@cdk9raw.com.au
• Provide clear photos showing the issue (if applicable).
• Include your order number and a description of the issue.
• Claims made after 3 days of delivery will not be eligible for refunds or replacements.

4. Damaged or Spoiled Products

If you receive a product that is damaged or spoiled, please:

• Take clear photos of the issue immediately.
• Contact us within 24 hours of receiving your order.
• Provide your order number and a description of the issue.

We will assess the claim and, if valid, offer a replacement or store credit, on a case-by-case basis.

5. Subscription Cancellations

• Subscription orders can be cancelled or modified at any time before the next billing cycle.
• If a subscription order has already been processed a 15% administrative fee applies if cancelled after 4 hours.

6. Change of Mind

Due to the perishable nature of our products, we cannot offer refunds or exchanges for change-of-mind purchases.