Returns explained, with your rights protected.

Change-of-mind returns: 7 days

Contact us within 7 days after delivery to request a change-of-mind return for an unopened product. Opened products are not eligible for a change-of-mind return. Wait for written approval and return instructions before posting an item.

This voluntary change-of-mind policy is separate from your rights for faulty, unsafe or misdescribed goods. Those rights are not limited to 7 days and do not depend on a product remaining unopened.

How to request a return

Email sales@petstorepty.shop or message official WhatsApp +61 468 176 052. We will assess the request and give you the appropriate return address and shipping instructions.

• Include your order reference or another proof of purchase and the product name.
• Explain the reason for the return and provide relevant photos where practical.
• Wait for the agreed return arrangements, then return by post or courier as instructed. Do not send goods to a branch without instructions.

Return shipping costs

CASTLE PET SUPPLIES PTY LTD pays the return shipping cost for an approved change-of-mind return. Contact us to arrange that shipping before posting the item.

For faulty or otherwise non-compliant goods, we cover or reimburse reasonable return costs where required by Australian Consumer Law. Keep any postage receipts.

Faulty, unsafe or incorrectly described goods

Contact us if goods are faulty, unsafe, damaged or different from their description. We may assess the product and will provide the remedy required by Australian Consumer Law; you do not have to seek a remedy only from the manufacturer.

For a major failure, you can choose a refund or replacement. Other remedies, including compensation for reasonably foreseeable loss, may also apply. For a minor failure, we will provide an appropriate remedy within a reasonable time as required by law.

Refund timing

Approved refunds are processed within 5 business days after approval. The time for funds to appear in your account can depend on your financial institution. Read our Refunds page for further details.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. Nothing in this policy excludes, restricts or modifies those guarantees or any remedy that cannot lawfully be excluded. A return-approval process must not be used to deny your statutory rights.