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 or Aramex – Please choose the freight company.
Goods returned for refund, exchange or credit are subject to the following criteria:
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 Dural Pet Superstore 7/829 Old Northern Road Dural NSW 2158. Please contact us via email mail@pets.com.au for instructions on how to return your purchase.
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:
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.
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.
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.
