Shipping & Refunds

Shipping

We process orders as quickly as possible. Most orders are shipped within 2 business days. Some circumstances however may delay the dispatch of your order, such as An item being out of stock.

Orders are shipped by Australia Post.

Refunds

Goods returned for refund, exchange or credit are subject to the following criteria:

For Change of mind:

If you change your mind, you can return any product purchased from us at your cost within 14 days of the date of purchase for a refund, exchange, or store credit of equivalent value. Change of mind returns must be in new and saleable condition, accompanied with proof of purchase (sales receipt) and original packaging. Goods purchased can be returned to our store or returned by post (at own cost) to PO Box 336 Castle Hill NSW 1765. Please contact us via email mail@pets.com.au for instructions on how to return your purchase. 

Other returns:

We are committed to honouring our obligations under the Australian Consumer Law. This means you can choose a refund or replacement if a product has a major problem. This is where the product:

  • Has a problem that would have stopped someone from buying the item if they had known about it;
  • Is not of acceptable quality or unsafe;
  • Is not fit for purpose;
  • Is significantly different from the sample or description;
  • Doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

If the problem is not major, we will at our discretion give you a refund or replacement or repair the item within a reasonable time.

Please keep your proof of purchase (e.g. your receipt).

We may need to return a product to the manufacturer to have a product assessed to determine the nature of the problem. There may be delays between 1-4 weeks when seeking assistance from suppliers or manufacturers.

Returns Process

I have received a faulty item from you, what should I do now?

Please provide details of the fault including pictures via email mail@pets.com.au. Once arranged, You can return the product to us. Should we ask you to return the product it is important to follow the return packing instructions detailed below.

Returning in store:

The process is easy. Please return the product with your proof of purchase. Failure to provide evidence of purchase may result in our refusal to accept your return.

Posting your returns:

  • Package the item(s) for return: You need to pack the product in a manner that will prevent any damage in transit. Packed well enough to prevent further damage. We cannot be held responsible for any damage caused during return transit due to inadequate protection. Any physical damage caused may also void any existing warranty coverage on the product.
  • What to include with the return: Apart from the faulty goods please also include a copy of your receipt and a description of the fault. Please also include your personal contact information in case these details have changed since the time of your purchase.
  • Addressing and Labelling: Clearly mark your Online Order Number with your details to ensure your return is handled quickly.