Refund policy

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Returns & Refunds Policy

We want you to be completely happy with your purchase. Here's how our returns process works.

📦 Change of Mind Returns

• Return must be requested within 14 days of delivery.
• The item must be unused, unopened, and in its original packaging.
• The customer is responsible for all return shipping costs.
• A 10% restocking fee will be deducted from the refund amount.
• Refunds are processed back to the original payment method after inspection.

⚠️ Faulty, Damaged or Incorrect Items

• Notify us within 7 days of delivery for damaged or Dead-On-Arrival (DOA) items.
• All items come with a 12-month warranty against manufacturing defects under normal use.
• Please provide clear photos or video evidence of the fault when submitting your request.
• Return shipping costs for faulty items are covered by Pet Shopee in accordance with Australian Consumer Law.
• Resolution options include: repair, replacement, or full refund.

🚫 Non-Returnable Items

• Items that have been used, opened, or are not in original condition.
• Perishable goods such as food, treats, or grooming products that have been opened.
• Items purchased on sale or marked as final sale.
• Custom or personalised items.

🍖 Pet Food and Consumable Products

Pet food, treats, and edible items are consumable products and are handled differently from standard returns.

• Pet food and treats are not eligible for change-of-mind returns.
• We accept returns or offer a full refund if the product arrives damaged, defective, or past its best before date.
• Please contact us within 48 hours of delivery with a clear photo of the product.
• All pet food products are sourced from Australian suppliers and comply with Australian food safety standards.

📋 How to Request a Return

1. Email us at support@petshopee.com.au with your order number and reason for return.
2. Attach clear photos or video of the item if it is faulty or damaged.
3. Our team will respond within 1-2 business days with return instructions.
4. Pack the item securely and send it using a trackable shipping method.
5. Once received and inspected, your refund will be processed within 5-7 business days.

⚖️ Australian Consumer Law

Our policies operate in addition to and do not limit your rights under the Australian Consumer Law (ACL). Consumers are entitled to repairs, replacements, or refunds for products with major failures. For more information visit accc.gov.au.

🙋 Need Help With a Return?

Our support team is available 24/7 to assist you.