Refund policy



REFUND & RETURN POLICY

We want you to be completely satisfied with your purchase. If you need to return or request a refund, please review the policy below.

⏱ Return & Refund Eligibility (60 Days)

You have 60 days from the date of purchase to request:

  • A return

  • An exchange

  • A refund

To be eligible:

  • The item must be in original packaging,

  • It may be opened, but must remain unused and in resellable condition (for change of mind returns).

🚫 Items Not Eligible for Return or Refund

Returns are not accepted if:

  • The item was damaged due to misuse, accidental damage, or neglect

  • It is personalised or custom-made

  • It is a perishable or expiry-sensitive item

  • It cannot be returned for hygiene reasons (e.g., opened grooming products, worn apparel)

🚚 Who Pays Return Shipping?

Reason for Return Return Shipping Cost
Item arrived defective or damaged ✅ We pay (free return)
Item broke or stopped working within 60 days ✅ We pay (free return)
Wrong item received / not as described ✅ We pay (free return)
Change of mind (wrong size, wrong colour, no longer needed, etc.) ❌ Customer pays return postage


Change of mind returns are allowed within 60 days, as long as the item is opened but unused and sent back in its original packaging.

📬 How to Start a Return or Refund

To initiate a return or refund:

  1. Contact our support team via our website or email:
    ✉️ support@thepetsuperstore.com.au

  2. Include:

    • Your order number

    • A short explanation of why you want to return it

    • Photos or video if the item is defective or incorrect

We will assess your request and confirm next steps.

🔁 Return Process

  • If we are responsible (defective, broken, incorrect item), we will email you a prepaid return label.

  • If the return is due to change of mind, you will need to organise and pay for return postage.

💳 Refund Processing

Refunds are issued when either:

  • Tracking shows the returned item is in transit, or

  • We confirm that a return is not needed

Refunds are sent back to your original payment method.

Processing time:

  • 1–10 business days, depending on your bank or payment provider

🔄 Exchanges

Exchanges follow the same process as returns.

  • If eligible, a replacement item will be shipped once the original item has been returned (if required).

Need Help?

If you have any questions, we’re here to assist:

✉️ support@thepetsuperstore.com.au