Refund policy
<h2>Returns and refunds at a glance</h2>
<p>Buying online for a pet you know well is still a bit of a guess sometimes. We would rather you got it right than kept something that isn't working, so here is exactly where you stand.</p>
<ul>
<li><strong>Faulty, damaged or not as described?</strong> We'll sort it out and we pay the return postage.</li>
<li><strong>Changed your mind, or ordered the wrong size?</strong> You have <strong>30 days</strong>, as long as the item is unused. You cover the return postage.</li>
<li><strong>Not sure which applies?</strong> Email us at {{hello@auspetsupply.com.au}} and we'll tell you honestly.</li>
</ul>
<h2>Your rights under the Australian Consumer Law</h2>
<p>Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.</p>
<p><strong>Everything else in this policy sits on top of those rights, not instead of them.</strong> Our 30-day change-of-mind returns are something we offer voluntarily. Nothing written here — no time limit, no condition, no packaging requirement — reduces, restricts or replaces what the Australian Consumer Law gives you. If the two ever seem to conflict, the law wins.</p>
<h2>Change-of-mind returns: 30 days</h2>
<p>If it just isn't right, you can return it within <strong>30 days of it being delivered</strong> for a refund or an exchange. To be accepted, the item needs to be:</p>
<ul>
<li><strong>unused</strong> — not slept on, worn, chewed or tried out</li>
<li>free of pet hair, dander, scratches and odour</li>
<li>in its original packaging, with any tags still attached</li>
<li>in resaleable condition</li>
</ul>
<p>We know that sounds strict, so here is the honest reason: bedding, clothing or a toy a pet has used cannot be sold to anyone else. It's a hygiene line we won't cross, for the sake of the next customer. If you're unsure about size or fit, unpack carefully, keep the box, and let your pet look before they move in.</p>
<p>For hygiene and safety reasons, <strong>opened food, treats, and health products can't be returned for change of mind</strong> — nor can gift cards or made-to-order items. Faulty items in any category are still covered by the Australian Consumer Law.</p>
<h2>Wrong size? Let's fix it</h2>
<p>Sizing is the most common reason something comes back, and the easiest to avoid. Sized products — beds, harnesses, clothing, crates — have a size guide on the product page; measure your pet against it rather than guessing from the photos.</p>
<p>If you'd like a hand before you order, email us the breed, weight and what you're buying for, and we'll tell you which size we'd pick.</p>
<p>If the wrong size has already arrived, we handle it as a <strong>size exchange</strong>: send the unused item back, and once we've checked it we'll ship the replacement size. If the new size costs more you pay the difference; if it costs less we refund the difference. Change-of-mind postage rules below still apply, and we'll only ever charge you outbound shipping once on an exchange.</p>
<h2>Who pays return postage</h2>
<ul>
<li><strong>Faulty, damaged, incorrect or not as described:</strong> <strong>we pay.</strong> We'll either send you a prepaid return label or reimburse a reasonable postage cost — just keep the receipt.</li>
<li><strong>Change of mind, including wrong size:</strong> <strong>you pay</strong> the cost of returning the item to us. The original shipping you paid isn't refunded, and if your order shipped free, that shipping cost isn't deducted from your refund either.</li>
</ul>
<p>Bulky items are more expensive to post back than most people expect — couriers charge on parcel size, not just weight — so factor that in before returning something large for change of mind. Please use a service with tracking: until a return reaches us it's still your parcel, and we can't refund something that goes missing on the way back.</p>
<h2>If your order arrives damaged</h2>
<p>If a box turns up crushed, torn, wet, or the product inside is damaged, <strong>let us know within 7 days of delivery</strong> so we can lodge it with the carrier while the trail is still warm.</p>
<p>Send us:</p>
<ul>
<li>your order number</li>
<li>photos of the outer carton, including any damage and the shipping label</li>
<li>photos of the damage to the product itself</li>
</ul>
<p>Don't throw the packaging out until we've confirmed what happens next. We'll arrange a replacement, a repair or a refund at no cost to you. Reporting later than 7 days doesn't cancel your rights under the Australian Consumer Law — it just makes a courier claim harder, so earlier is better for everyone.</p>
<h2>Faults and manufacturer warranties</h2>
<p>We stock brands we're prepared to stand behind. If something fails that shouldn't — a seam that opens, a zip that breaks, a clasp that snaps, foam that collapses well before it should — get in touch with photos and we'll assess it. Depending on the fault, we'll repair it, replace it, or refund it. For a major failure, the choice between a refund and a replacement is yours.</p>
<p>Some products also carry a <strong>manufacturer's warranty</strong>, noted on the product page where one applies. A manufacturer's warranty is an extra promise voluntarily given by the maker, with its own terms and time limits. <strong>It is separate from, and additional to, your consumer guarantees under the Australian Consumer Law</strong> — if a warranty period has ended, or a warranty doesn't cover something, you may still have a remedy under the law. We'll always look at both.</p>
<p>Fair wear and tear isn't a fault. Neither is damage from chewing, digging, scratching, toileting accidents, washing something against its care label, or outdoor use of an indoor product. Puppies in particular will chew a brand-new anything, and that's on the puppy rather than the stitching. If you're not sure which side of the line you're on, send photos — we'd rather look than guess.</p>
<h2>How to start a return</h2>
<p><strong>Please contact us before sending anything back.</strong> Returns that arrive without warning are slow to match up to an order, and we can't guarantee we'll be able to process them.</p>
<ol>
<li>Email {{hello@auspetsupply.com.au}} with your order number and what's happened. Photos help for anything faulty or damaged.</li>
<li>We'll reply with a decision and, if the return is approved, the return address and any label you need.</li>
<li>Pack it up, send it with tracking, and send us the tracking number.</li>
</ol>
<p>Our return address is <strong>{{Cranbourne Court Robina}}</strong>. Returns come to us in Gold Coast — never send a return to the address on the shipping label without checking with us first.</p>
<h2>Refunds</h2>
<p>Once your return arrives and we've checked it, we'll process the refund within <strong>2 business days</strong> and email you to confirm. Refunds go back to your original payment method — we can't redirect a refund to a different card or account.</p>
<p>From there it's up to your bank or payment provider, which usually takes a further 3–10 business days to show up. If you paid with a buy-now-pay-later provider such as Afterpay or Zip, we refund the provider and they adjust your payment plan; the timing and how it appears is set by them, not us.</p>
<p>If a return arrives used, soiled, hairy or damaged, we'll email you photos and explain the outcome before we do anything. Where a change-of-mind return can't be accepted we'll offer to send it back to you at your cost, or dispose of it if you'd prefer. We won't quietly keep it.</p>
<h2>Cancelling an order</h2>
<p>If you need to cancel or change an order, email us as soon as you can. If it hasn't been dispatched yet, we'll cancel it and refund you in full. Once it's on its way it becomes a return, and the rules above apply.</p>
<h2>Still not sure?</h2>
<p>Ask us. Most of the returns we see could have been a two-minute email first. We'd rather help you choose well than process a refund.</p>
<p>Aus Pet Supply · ABN 37 675 468 701<br>
Email: {{hello@auspetsupply.com.au}}<br>
Web: auspetsupply.com.au</p>