Refund policy

Return & Refund – PetEaseAU

 

Our returns policy is designed to protect your pet’s safety and ensure a fair and hygienic process for all orders.

We accept change-of-mind returns for unopened and unused items within 7 days of delivery. Customers are responsible for the return shipping cost for change-of-mind returns.

For hygiene and pet-safety reasons, opened or used pet-care items cannot be returned unless they are faulty, damaged or incorrect.

If your item arrives damaged, faulty or incorrect, we will evaluate the issue and arrange a replacement or refund in line with Australian Consumer Law.

🔄 What is your return policy?

We accept change-of-mind returns for unopened, unused items within 7 days of delivery.

Customers are responsible for return shipping costs for change-of-mind returns.

Opened or used items can only be returned if they are faulty, damaged or incorrect.

✅ When is my item eligible for return?

Your item is eligible for return if it is:

  • Unopened, unused and in original packaging, and you are within the 7-day return window (change of mind)
  • Damaged upon arrival
  • Faulty or defective
  • Incorrect item sent

Opened or used items cannot be returned unless faulty.

📩 How do I start a return?

Please contact us at peteaseau@gmail.com with:

  • Your full name
  • Order number
  • Reason for the return
  • Photos of the product (if damaged or faulty)

We will provide return instructions. Change-of-mind returns must be unopened and will require the customer to cover return shipping.

⚠️ What if my item is damaged or incorrect?

Please report damaged, faulty or incorrect items immediately upon delivery.

We will assess the issue and arrange a replacement or refund. For verified faults or errors, we may cover the return shipping cost.

🚫 Are there any items that cannot be returned?

Yes — for hygiene reasons, opened or used pet-care items cannot be returned unless faulty, damaged or incorrect.

Gift cards and final-sale items are also non-returnable, except where required by law.

💳 When will I receive my refund?

Refunds are issued once returned items are received and inspected.

If approved, refunds process within up to 10 business days to your original payment method.

If more than 15 business days have passed after approval, contact us at peteaseau@gmail.com.