Returns & Refunds
Our food is fresh and perishable, so we can't take items back because you changed your mind. But if something goes wrong on our side, we'll make it right.
This policy covers orders from our website, Messenger, Instagram and bazaars. The version in place when you ordered is the one that applies.
Report within 24 hours
Message us on Instagram or Messenger, or email hey@wholesomerabbit.ph, within 24 hours of delivery (or of purchase, for bazaar orders). Include:
- your name and order number
- clear photos of the items and packaging
- a short note on what went wrong
Damaged or spoiled on arrival
If a pack arrives torn, leaking, or fully thawed (soft all the way through and no longer cold), we'll replace it or refund it, your choice. Send photos or a short video taken as soon as you open the order, showing the pack and your order label. Please keep the pack until we reply. We may ask you to send it back so we can check it. If the claim is valid, we pay for the rider. If it isn't, the rider fee is on you.
Packs that arrive partly thawed but still cold are safe to refreeze. That's normal and doesn't count as damaged.
Found a quality problem later? If you open a pack days later and something isn't right (like something that shouldn't be in the food), tell us right away and we'll look into it, even if it's been more than 24 hours.
When your order arrives
- Keep your phone on so the rider can reach you.
- Check your order right away.
- Put all packs in the freezer (-18°C or colder) right away.
Wrong or missing item
If we sent the wrong protein, size or quantity, or something is missing, we'll fix it at no cost to you. Our rider will pick up the wrong item and bring the right one.
If we can't deliver your order because of our mistake, we'll deliver it again or give you a full refund.
Provincial orders by bus cargo
For orders sent by bus cargo (like Victory Liner or Partas), we're responsible until we hand your order to the bus line. From there, it's yours. Please pick it up as soon as it arrives at the terminal and freeze it right away.
Want a different protein?
If your dog doesn't take to a protein, you can swap the unopened packs left from that order for another protein, as long as they are:
- unopened and still sealed
- still frozen
- reported within 24 hours of delivery
You book and pay for the rider, both for sending the packs back and for the new delivery. A few rules:
- We check the packs when they arrive. If they've thawed, we can't accept the swap.
- One swap per order.
- If the new protein costs more, you pay the difference. If it costs less, we'll give you the difference as store credit.
What we can't refund or replace
- Change of mind, or your dog not liking the food (but see the swap above)
- Food that thawed or spoiled after delivery because it wasn't frozen right away
- Problems caused by a rider you booked yourself
- Failed deliveries: no one to receive the order, a wrong address, or a phone that can't be reached
- Pre-orders and custom orders once production has started (unless they arrive damaged or wrong)
- Free items, gifts and promo add-ons
- Delays from traffic, weather or holidays
- Refused deliveries: if you refuse a properly delivered order, you pay for the second trip
- A reaction to a protein your dog turned out to be sensitive to, unless the product itself was faulty. Please check with your vet.
Booking your own rider? Ask for one with a cooler bag, and put the packs in your freezer as soon as they arrive.
Cancelling an order
You can cancel for free before we've packed your order or booked a rider. After that, we'll check case by case.
Prepaid 3- and 6-month plans
You can stop your plan anytime. Just tell us in time: at least 3 days before your next delivery for regular packs, or before your next custom batch goes into production (we'll tell you the date).
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Custom orders made for your plan: batches already produced can't be cancelled or refunded, because they're made just for your dog. We'll deliver them to you. Batches not yet produced can be stopped. We'll work it out with you case by case.
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Regular packs: deliveries you already got are charged at the regular price. For the remaining regular packs, we'll work out a refund with you case by case.
- A delivery we've already packed or booked still counts as delivered.
How refunds are paid
Once a refund is approved, we send it within 2 business days to your original payment method, and we'll message you when it's sent.
We refund what you actually paid for the item, after any discounts. If the whole order was wrong, damaged, or never arrived because of us, we refund the delivery fee too.
After that, the timing is up to your bank or e-wallet:
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E-wallets (GCash, Maya): usually 3–5 working days
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Credit and debit cards: up to 14 banking days
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Weekends and holidays don't count, so refunds around holidays take longer.
We can't speed up the bank's side, but we'll send you proof of the refund to follow up with them. Want it faster? Choose store credit and it's ready right away.
Store credit is valid for 6 months and can't be exchanged for cash.
Your rights
This policy doesn't take away any of your rights under Philippine consumer law (RA 7394 and RA 11967).
Contact us
Email hey@wholesomerabbit.ph, Instagram @thewholesomerabbit, or Messenger (The Wholesome Rabbit). We reply Mon–Sat, 9AM–6PM, and we're closed on Sundays and holidays. You can still message us anytime. Your report counts from the time you send it, even when we're closed.
Effective: October 29, 2026
