Refund policy

REFUND & RETURN POLICY

Last updated: 1 August 2026

This policy applies to purchases made from The Pet Superstore. It is provided in addition to any rights and remedies available under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies those rights.

60-DAY CHANGE-OF-MIND RETURNS

We accept eligible change-of-mind return requests made within 60 calendar days of the original purchase date. 

This timeframe applies only to change-of-mind returns. It does not limit your rights where a product is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.

To qualify for a change-of-mind return, the product must:

• Be unused, unworn, unwashed and unmodified
• Be in its original, resellable condition
• Include its original packaging, tags, manuals, accessories and parts
• Be free from pet hair, odours, stains, scratches, damage and other signs of use

Packaging may be opened only as reasonably necessary to inspect the product or check its size or fit. Selecting the wrong size or colour, ordering accidentally, no longer needing the product or finding a better price elsewhere are considered changes of mind.

PRODUCTS EXCLUDED FROM CHANGE-OF-MIND RETURNS

We do not accept change-of-mind returns for:

• Personalised or custom-made products
• Perishable or expiry-sensitive products
• Opened food, treats, grooming, health, hygiene or other sealed consumable products
• Apparel, collars, harnesses, bedding or similar pet-contact products that have been worn or used
• Products damaged through misuse, neglect, accidental damage, improper installation or unauthorised modification

These exclusions do not apply where a product fails to meet a consumer guarantee under the Australian Consumer Law.

FAULTY, DAMAGED OR INCORRECT PRODUCTS

Please contact us if a product:

• Arrives damaged
• Is faulty or unsafe
• Is different from what you ordered
• Does not match its description
• Is not fit for a purpose that was disclosed and agreed to before purchase

We will cover reasonable return postage for faulty products and products supplied incorrectly. Where practical, we will provide a prepaid return label. We may ask for photographs, video, product details or reasonable troubleshooting information to help assess the issue.

The remedy available will depend on the circumstances and the Australian Consumer Law. For a major failure, you may be entitled to choose a refund or replacement. For a minor failure, we may provide a repair, replacement or another appropriate remedy within a reasonable period.

We are not responsible for faults or damage caused by misuse, neglect, accidental damage, ordinary wear and tear, improper installation, failure to follow instructions or unauthorised modifications.

HOW TO REQUEST A RETURN

Before returning a product, contact us at:

support@thepetsuperstore.com.au

Please include:

• Your order number or other acceptable proof of purchase
• The name or email address used for the order
• The product you wish to return
• The reason for the return
• Photographs or video where relevant to a fault, damage or incorrect product

We will assess your request and provide return instructions. Please do not send a return before contacting us, as unauthorised returns may be delayed or sent to an incorrect address.

RETURN POSTAGE

For approved faulty, damaged, incorrectly supplied or incorrectly described products, we will provide one prepaid return label at no cost to you where practical.

The prepaid return label must be used within 14 calendar days of the date it is issued. If the label expires before the return is lodged, we may not provide another prepaid label. You may be required to arrange and initially pay for the return using a tracked postage service.

Where the returned product is confirmed to be faulty or otherwise covered by the Australian Consumer Law, we will reimburse reasonable return postage costs upon receiving a valid postage receipt. This does not apply to unnecessary additional costs, premium or express services that we did not approve in advance.

For change-of-mind returns, you are responsible for arranging and paying for return postage. We recommend using a tracked service and packaging the product securely. We are not responsible for change-of-mind returns that are lost or damaged during return transit.

Original delivery charges are not refunded for change-of-mind returns. Delivery and return costs will be refunded where required under the Australian Consumer Law.

RETURN ASSESSMENT

Change-of-mind returns will be assessed after they are received. Products that show signs of use or do not meet the eligibility requirements may be refused and returned to you at your expense.

Where a physical return is unnecessary, we may approve a refund, replacement or other remedy without requiring the product to be sent back.

REFUNDS

Approved refunds will generally be processed after the returned product has been received and assessed, unless we confirm that no return is required.

Refunds are issued to the original payment method. The refund will reflect the amount paid for the returned product after any discounts or promotions applied to the order.

After we process a refund, banks and payment providers typically take between 1 and 10 business days to make the funds available. These processing times are controlled by the payment provider and may vary.

EXCHANGES

Eligible exchanges follow the same requirements as returns and are subject to product availability.

For change-of-mind exchanges, you are responsible for return postage. We will confirm any applicable delivery charge for the replacement product before processing the exchange.

If the requested replacement is unavailable, we may offer an alternative product, store credit or a refund of the eligible returned product.

ORDER CANCELLATIONS

Contact us as soon as possible if you wish to cancel an order. We will attempt to cancel it before processing or dispatch, but cancellation cannot be guaranteed.

If the order has already been dispatched, it must be handled under the applicable return terms in this policy.

CONTACT US

For return, refund or exchange assistance, contact:

support@thepetsuperstore.com.au