Refund policy
A clear refund process.
Approved refunds are processed within 5 business days. Learn how to request a refund, approved return arrangements and your Australian consumer rights.
Requesting a refund
Contact sales@petstorepty.shop or official WhatsApp +61 468 176 052 with your order reference or proof of purchase, product name and reason for the request. Do not post goods back until you have the appropriate return instructions.
Unopened products may be eligible under our 7-day change-of-mind returns policy. Faulty, unsafe or misdescribed products are assessed under Australian Consumer Law, not limited by the change-of-mind window.
Processing and payment method
We process an approved refund within 5 business days after approval. Your financial institution may take additional time to make funds available.
Refunds are returned using the original payment method unless another method is agreed. Because orders are paid separately by Bank Transfer or PayID, any refund arrangements are confirmed securely with our team. We never need your banking password, card security code or one-time passcode to process a refund.
Return costs and refund amounts
We pay return shipping for approved change-of-mind returns. For a product that fails a consumer guarantee, we cover or reimburse reasonable return costs where required by law.
For a major failure, you can choose a refund or replacement. A refund for a major product failure is not reduced to account for normal use of that product. Other remedies and compensation may apply under Australian Consumer Law.
Need help with a refund?
If an approved refund has not arrived, contact us with your order reference and approval date so we can check its progress. Your rights under Australian Consumer Law are not limited by this policy or by our voluntary change-of-mind policy.