Return & Refund Policy

RAWVOLUTION is committed to your satisfaction. This policy outlines our return process for online home delivery orders and in-store purchases. If you have any questions, please contact us at orders@rawvolution.co.za.

Returns for Online Home Delivery Orders

Mis-shipments or Damaged Products: Please let us know within 24 hours of delivery if you receive an incorrect item or a product damaged during shipping. We’ll work quickly to resolve the issue.

General Returns: If you’d like to request a refund for a product purchased online, we’ll consider your request on a case-by-case basis. To initiate a return, email us within 2 days of purchase and include:

• Order number
• Full name & contact information
• Date of purchase
• Product(s) you’d like to return and the reason
• Best before date of the product(s)

Please note: Refunds will only be considered for products that are less than 50% consumed. We typically respond to return requests within 1–3 business days.

Returns for In-Store Purchases

For RAWVOLUTION products purchased at a retail store, returns must be processed directly through that store. These returns are subject to both our Satisfaction Guarantee and any return policies set by the retailer.

Important Note

Some retailers may not accept returns of raw pet food due to safe handling practices, and we fully support these policies. We recommend checking the store’s return policy before purchasing.

Sales & Promotions

All purchases made during a sale are final, while supplies last. We cannot guarantee delivery or fulfilment of sale items, and rainchecks are not available.

Important Information

• We cannot accept returns, issue credits, or provide refunds for products that have been altered or mishandled.
• Products being returned must not be more than 50% consumed.
• Gift cards and coupons cannot be refunded and have no cash value.
• RAWVOLUTION reserves the right to issue partial refunds at our discretion.
• Depending on your location, a return pickup fee may apply (R85–R350 within Gauteng). This fee may be waived if you schedule the return pickup with a new order.
• A 15% restocking fee may apply (confirmed during the return process).
• Refunds are processed once the returned product is received and will be issued to the original payment method, minus any discounts applied at purchase.

Returns for Animal / Human Illness

If you are returning a product due to a claim of animal or human illness, we will conduct a thorough investigation following RAWVOLUTION’s Safe Food Handling procedures. In these cases, we may require:

• Best before date of the product
• Photos of the pouch / tub / box (top & bottom)
• Photo of the product inside the pouch / tub / box
• Details on how the product was thawed
• In some cases, return of the product itself for further examination

We will provide additional instructions for returns related to illness claims. We appreciate your understanding and look forward to serving you!