Return Policy

🐾 Petsworthy Return & Refund Policy


At Petsworthy, your satisfaction matters to us. We aim to make every step of your shopping experience simple, secure, and stress-free β€” including returns. If something isn’t quite right, we’re here to help.

πŸ” Returns & Exchanges

You can return or exchange most products within 30 days of receiving your order.
To be eligible for a return or exchange:
  • Items must be unused, in original condition, and in original packaging.
  • You must provide proof of purchase (e.g., order number or invoice).
  • Returns must be approved by our Customer Service team before sending.
πŸ“§ Start a return by contacting us at info@petsworthy.com.au or via our πŸ’¬ Live Chat on the website.
Once approved, we’ll ask you to send the item back along with the product list or order confirmation. For smoother delivery tracking and support, we recommend using Australia Post. If other carriers are used, we may be limited in the assistance we can provide for issues such as lost or delayed parcels.


🚚 Return Shipping Costs

  • If the item is damaged, defective, or incorrect, we will cover the return shipping cost.
  • If the return is due to change of mind or customer error, the customer is responsible for return shipping. Return costs vary depending on your chosen carrier.


πŸ“¦ Damaged or Incorrect Items

If something arrives damaged or isn’t what you ordered:
  1. Contact us within 7 days of delivery.
  2. Send clear photos of the item and packaging via email or live chat.
  3. Choose your preferred resolution: refund, replacement, or store credit.
We’ll do our best to make things right β€” quickly and hassle-free.

πŸ’΅ Refunds

Once we receive and inspect your return, we’ll confirm via email.

If approved:
  • Refunds will be processed to your original payment method or Petsworthy account.
  • Please allow 7–15 business days for the refund to appear, depending on your bank or card provider.

Didn’t receive your refund? First check with your payment provider. Still unsure? Contact us anytime.

❌ Order Cancellations

Orders may be cancelled within 12 hours of purchase for a full refund.
After this window, if the order has already shipped, you may still return it after receiving it (see Returns & Exchanges section).

βš–οΈ Australian Consumer Law

Our goods come with guarantees that cannot be excluded under 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 a repair or replacement if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

🧠 Fair Use Clause

To ensure fairness for all customers, Petsworthy reserves the right to decline returns or exchanges if we reasonably believe the policy is being misused β€” such as through excessive or repeat claims without valid reason.

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