Customer Return FAQs
Are we offering an exchange or refund option?
Customers that are eligible can chose to either replace their bag, receive a full refund, or use the value of the bag to change to another brand.
Should customers return the bag/s to stores?
Absolutely. Customers can return their affected bag to any PETstock store and from where they will then dispose of it on your behalf.
How do I return my Black Hawk product if I purchased it online?
To return your affected Black Hawk bag, you can either do so in-store, or, contact our Customer Experience Team where we will arrange a return label free of charge for you to return the product to us. We will process your refund then and there.
I’ve already disposed of my dog food. How do I now get my refund?
All we need is to confirm your proof of purchase within the time-frame of the affected product being produced. Our Customer Experience Team or in-store staff will be more than happy to help you out.
I use a dog food container to store my Black Hawk and threw out my packaging. How do I prove that I have an affected batch?
Similar to the statement above, all we need is to confirm your proof of purchase within the time-frame of the affected product being produced. Our Customer Experience Team or in-store staff will be more than happy to help you out.
I’m unaffected by the recall, however, I want to return my Black Hawk product anyway. Can I do that?
We are more than happy to assist our customers transition to other brands if they so deem necessary. We are happy for you to return both open and unopened bags for what ever reason to receive a refund or move to another brand.
If you have further questions regarding the Black Hawk Recall and product returns, please contact your local store or the PETstock Customer Experience Team on 13 PETS (13 73 87)