(a) We offer refunds and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy”).
(b) Any benefits set out in this Policy may apply in addition to the consumer’s rights under the Australian Consumer Law.
(c) Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.
(d) We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.
(e) To start a return, you can contact us at customercare@petnest.com.au. If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
(a) We offer refunds and replacements in accordance with the Australian Consumer Law.
(b) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
(c) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
(d) If a product which you purchased from us has a major defect (as defined in the Australian Consumer Law), then you may be entitled to a replacement or refund.
(a) We offer a 30-day change of mind return for an exchange or store credit provided the item is in the same condition that you received it, including its original packaging and a receipt or proof of purchase.
(b) The customer would bear the cost of return and/or exchange.
(a) In the event that the product you ordered has been damaged during delivery:
(i) Please contact us as soon as possible or within 7 days of receipt of the product.
(ii) Any damaged product must be returned in the condition in which it was received, together with any packaging and other items that you received with the damaged product.
(b) We will arrange to replace the damaged product with an equivalent product or refund it, provided that you have contacted us within 7 days from the date of receiving the product.
(a) Notwithstanding the other provisions of this Policy, we may refuse to provide a replacement or refund for a product purchased by you if:
(i) You misused the said product in a way which caused the problem.
(ii) You knew or were made aware of the problem(s) with the product or service before you purchased it.
(iii) Any other exceptions that apply under the Australian Consumer Law.
(a) In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost towards replacement only, as well as any cost of shipping any replacement product to you.
(b) If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement, or refund under the terms of this Policy (including under the Australian Consumer Law), then we will reimburse you for the reasonable postage, shipping, or transportation costs for the Returned Product.
(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation, or collection of the Returned Product at our cost.
(d) In the event that we organise and pay for the inspection, postage, shipping, transportation, or collection of a Returned Product, and it turns out not to be eligible for a replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation, or collection of the Returned Product.
Please check the dimensions/size of the product prior to ordering. In the event that the product received is found to be unsuitable for your pet in terms of dimensions/size, we, at our sole discretion, may agree to exchange the product. However, the cost of postage for the return of the product would be borne by the customer.
On receipt of the returned product and due inspection to confirm that the product is in good condition, we will arrange to send the replacement product. The cost of postage and any difference in product price would have to be borne by the customer.
The minimum amount payable by the customer for the postage and product price difference would be $10, and/or we may ask the customer to send a prepaid return postage label along with the product being returned.
(a) We aim to process any requests for replacements or refunds within 2 days of receipt of notice.
(a) You can contact us as mentioned at the end of this Policy to discuss a return using the information provided.
(b) Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.
(c) To be eligible for a refund or replacement, you must provide proof of purchase.
(d) You may be required to provide a government-issued identification to qualify for a refund or replacement.
(a) If you wish to contact us about this Policy or about any refund or replacements, please contact us at:
📧 customercare@petnest.com.au
