Palatability Claim Process & Forms
Customer Requirements:
If a customer finds their pet does not like the food, they can return the original
Phoenix bag with the remaining contents and valid proof of purchase to the
original place of purchase within 30 days.
Store Instructions:
Palatability claims must be submitted by email to Central Pet Customer Service in Australia and PPD Customer Service in NZ within 14 days of the customer return.
Stores must ensure each palatability claim is supported by:
• The completed Phoenix Palatability Claim form (see link below)
• Copy of the customer's proof of purchase
• Three photos taken of the internal bag showing the remaining contents, a photo of the batch number/expiry date and a photo of the front of the bag.
This voluntary guarantee is provided in addition to, and does not exclude, restrict
or modify, any rights or remedies available under applicable Australian consumer
law.