Phoenix Palatability Guarantee

We’re confident your pet will love Phoenix pet food from the first mouthful. If they don’t, return the original Phoenix bag with the remaining food and proof of purchase to the original place of purchase within 30 days of purchase to receive a full refund of the original purchase price.

Proof of purchase may include a receipt, tax invoice, online order confirmation or another reasonable record showing the retailer and purchase.

This voluntary guarantee is provided in addition to, and does not exclude, restrict or modify, any rights or remedies available under applicable Australian or New Zealand consumer law.

How to make a claim

1. Return the original Phoenix bag with the remaining food.
2. Provide clear and valid proof of purchase.
3. Return it to the original place of purchase.
4. Make the palatability return within 30 days of purchase.

Once the return requirements have been verified by the store, the retailer will provide a full refund of the original purchase price.

What is proof of purchase?

Proof of purchase may include a receipt, tax invoice, online order confirmation, bank or card transaction, or another reasonable record showing where and when the product was purchased.

Product quality concerns

If you believe the product is faulty, unsafe, contaminated, damaged or incorrectly labelled, please contact the original retailer or Phoenix directly via our Contact Us page. These matters are handled separately from the voluntary palatability guarantee and are not limited by the 30-day guarantee period.