Refund policy

We want you to be happy with your purchase. If something is not right, please contact us first — in most cases we can resolve the issue quickly with a refund, replacement or store credit, without the need for a chargeback or dispute.

30-day returns

You have 30 days after receiving your item to request a return.

To be eligible, the item must be unused, in the same condition you received it, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, email us at support@petlifeaustralia.store with your order number and a description of the issue. We will reply within 1–2 business days.

Damaged, defective or wrong items

Please inspect your order when it arrives. If an item is defective, damaged, or you received the wrong item, contact us immediately with photos. We will arrange a replacement or full refund, including any return shipping cost, at no charge to you.

Non-returnable items

For hygiene and safety reasons, the following items cannot be returned once opened or used:

• Pet wipes, dental wipes and other single-use or personal-hygiene products;
• Any item marked as non-returnable, perishable or a final sale;
• Gift cards.

We also cannot accept returns on sale items. Please contact us if you have questions about whether your item is returnable.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, place a new order for the item you want.

European Union & UK 14-day cooling-off period

If the merchandise is shipped into the European Union or the United Kingdom, you have the right to cancel or return your order within 14 days, for any reason and without justification, as long as the item is unused and in its original condition and packaging.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund is approved. If approved, you will be refunded to your original payment method within 10 business days. It may take additional time for your bank or card issuer to post the refund to your statement.

If more than 15 business days have passed since your refund was approved, contact us at support@petlifeaustralia.store.

Chargebacks and disputes

If you have any issue with your order, we kindly ask that you contact us directly before initiating a chargeback or payment dispute with your bank. We are committed to resolving legitimate concerns fairly and promptly, and most issues can be resolved faster by contacting us than through a dispute process.