RETURNS POLICY

🔁 iPetStore Australia Returns & Exchange Policy

Customer satisfaction is our priority. If you are unhappy with any merchandise for any reason, you can return it to us.

This policy covers both Change of Mind returns and returns for items with a Manufacturer's Fault.

🛍️ 1. Change of Mind Returns (30-Day Policy)

We happily accept returns for exchange or refund if you've changed your mind or the product wasn't what you expected, provided the item meets the following criteria:

Detail Policy
Return Period Within 30 days of delivery.
Product Condition Must be returned in the original, unused, and resaleable condition with all original packaging and tags attached.
Refund Method Refund will be processed back to the original payment method.
Exchange Shipping We will ship your first size exchange request back to you for FREE.
Return Shipping Cost The customer is responsible for the cost of return postage for a change of mind.

How to Return a Product for Change of Mind/Exchange

  1. Package the Item: Ensure the item is securely packaged to prevent damage during transit.

  2. Send via Australia Post: Return the parcel to our warehouse address below.

  3. Essential Step: Record Tracking! Before sending, you MUST record your parcel's tracking number and take a clear photo of the package with our address visible.

    🛑 Note: We cannot process a refund for items lost in transit unless you can provide both the tracking number and the photo of the labelled parcel.

  4. For Large Items: If your item is large or heavy, please contact us first on (02) 8091 4738 or via our contact form. We can often help arrange a more cost-effective courier collection.

🛠️ 2. Faulty or Damaged Products (Consumer Guarantee)

Under Australian Consumer Law, you are entitled to a refund or replacement for a major failure and compensation for any other reasonably foreseeable loss or damage.

What to Do If Your Product is Faulty

  1. Notify Us Immediately: Please contact us on (02) 8091 4738 or via email/contact form as soon as possible. We will not accept returns for faulty claims after 30 days of delivery unless covered under a specific manufacturer's warranty.

  2. Collection & Inspection: Once notified, we will arrange for the FREE collection of the faulty item from your address to be returned to our warehouse.

  3. Resolution:

After inspection, if the item is deemed to have a manufacturer's fault, we will organise an exchange, replacement, or full refund.

In some cases, the item may need to be sent to the original manufacturer for final inspection before a remedy is issued.

The original shipping cost will be refunded if the item is deemed faulty.

📍 Our Return Address

Please send all returns (Change of Mind via Australia Post) to:

iPetStore Returns

28/3-11 FLORA ST

KIRRAWEE, NSW, 2232

Contact Hours: 9am - 4pm, Monday - Friday (02) 8091 4738

💰 Additional Notes

Refund Processing Time

Once your returned item is received and inspected at our warehouse, your refund will be processed and applied to your original method of payment typically within 5–7 business days.