🐾 Petsworthy Return & Refund Policy

At Petsworthy, your satisfaction matters to us. We want every step of your shopping experience — including returns — to be simple, secure, and stress-free. If something isn’t quite right, we’re here to help. This policy explains both your rights under the Australian Consumer Law and our additional voluntary returns policy.

⚖️ Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

• If a product has a major problem — it’s unsafe, significantly different from its description, or can’t do what it’s meant to and can’t be fixed in a reasonable time — you can choose a refund or a replacement, and may be entitled to compensation for any other reasonably foreseeable loss.
• If a product has a minor problem that can be fixed, we may repair it within a reasonable time. If we can’t or don’t, you can choose a refund or replacement.
• For faulty, incorrect, or not-as-described items, we cover the return shipping. For large or heavy faulty items, we’ll arrange collection.
• Where a refund applies for a faulty item, we’ll also review refunding your original delivery cost.

These ACL rights apply in addition to — and are not limited by — the voluntary 30-day policy below.

🔁 Our 30-day change-of-mind returns & exchanges

If you simply change your mind, we’re happy to offer returns or exchanges within 30 days of receiving your order, provided that:

• the item is unused, in original condition, and in original packaging;
• you have proof of purchase (order number or invoice);
• you contact our Customer Service team for approval before sending the item back.

For change-of-mind returns and exchanges, you are responsible for the return shipping cost (this varies by carrier). This does not affect your Australian Consumer Law rights above.

To start a return or exchange, email info@petsworthy.com.au or use our 💬 Live Chat. Once your return is approved, we’ll email you a return label — the return address is printed on the label, so you don’t need to look it up. For exchanges, once your request is approved and stock is confirmed, we’ll typically send your replacement and arrange collection of the original item.

We recommend returning via Australia Post for trackable delivery. If another carrier is used, we may be limited in the help we can provide for lost or delayed return parcels. This is guidance only and does not limit your ACL rights.

📦 Damaged, incorrect, or missing items

If something arrives damaged, isn’t what you ordered, or is missing from your order:

1. Contact us as soon as possible — ideally within 7 days of delivery.
2. Send clear photos of the item and its packaging via email or Live Chat.
3. We’ll review and offer a resolution. For faulty or incorrect items you can choose a refund or replacement.

We may verify the issue with our warehouse before confirming the outcome. For a missing or incomplete order, we’ll check what was dispatched and arrange a reship or refund with you.

❌ Order cancellations

• Within 12 hours of purchase (and before dispatch): we can cancel your order for a full refund.
• After dispatch: the order can no longer be cancelled. You can return it after you receive it under the change-of-mind policy (if you’d like a refund, it goes through the return process and return shipping applies), or under your ACL rights if there’s a problem.

🛒 If an item is out of stock

If we can’t fulfil an item after you’ve ordered, we’ll contact you to offer a suitable substitute. If a substitute doesn’t suit you, we’ll refund that item.

🚫 Items not returnable for change of mind

For hygiene, safety, or perishability reasons, some items can’t be returned for change of mind — for example opened pet food and treats, other consumables, and certain personal-care items. This does not apply to faulty, unsafe, incorrect, or not-as-described items, which remain covered by your Australian Consumer Law rights.

💵 Refunds

• Once we receive and inspect an approved return, we’ll confirm by email.
• Refunds are made to your original payment method.
• Please allow 7–10 business days for the funds to appear, depending on your bank or card provider.
• If you haven’t seen your refund after that time, please check with your payment provider first, then contact us anytime.

📭 Parcels showing delivered but not received, or long delays

If tracking shows your parcel as delivered but you haven’t received it, or delivery is significantly delayed, please contact us. We’ll open an investigation with the courier and aim to review the next steps — such as a replacement or refund — within about 4 business days of opening it. See our Shipping Policy for more.

🧠 Fair use

To keep things fair for all customers, we may decline change-of-mind returns or exchanges where we reasonably believe the policy is being misused — for example, through excessive or repeated claims without a valid reason. This does not limit your rights under the Australian Consumer Law.

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