Skip to content
🚚 Free Shipping on orders over $99 AUD (excl. heavy items)

Refund & Return Policy

At Oz Pet Co we want you and your pet to love every order. This policy explains how returns, refunds and exchanges work — and it sits alongside your rights under the Australian Consumer Law (ACL). Nothing here reduces those rights.

Faulty, damaged or incorrect items

If something arrives faulty, damaged, not as described, or simply isn't what you ordered, we'll make it right. Under the Australian Consumer Law you're entitled to a repair, replacement or refund — and for a major problem, the choice is yours.

Just contact us through our Secure Contact Form with your order number and a couple of clear photos or a short video of the issue — ideally within 7 days of delivery so we can sort it quickly. We cover the cost of returning faulty items and arrange your replacement or refund as soon as we've taken a look.

Your ACL rights aren't limited to that 7-day window — if a fault appears later, or an item isn't of acceptable quality, please get in touch and we'll help.

Changed your mind?

Sometimes a product just isn't the right fit once it arrives — and that's okay. Many of our items can be returned for change of mind, and where we can help, we're happy to.

Because our range comes from a few different fulfilment partners, a small number of items can't be accepted for change-of-mind returns. So rather than guess, the easiest thing is to contact us through our Secure Contact Form with your order number and the item you'd like to return. We'll check eligibility and get back to you quickly to let you know whether we can accept it and how to send it back.

Where a change-of-mind return is accepted, these conditions apply:

  • Request it within 30 days of delivery.
  • The item is unused and unopened, in its original, undamaged packaging with any tags and seals intact.
  • A 10% restocking fee applies, deducted from your refund or store credit.
  • Return postage is paid by you — we recommend a tracked service, as we can't be responsible for items lost on the way back.

Once your return arrives and passes a quick inspection, we'll process your refund or store credit (less the restocking fee). Original shipping charges aren't refundable.

Items we can't accept for change of mind

For health, safety and hygiene reasons, the following generally can't be returned for change of mind. Your rights under the Australian Consumer Law for faulty items still apply.

  • Food, treats and any consumable or perishable items
  • Opened health, grooming or hygiene products
  • Personalised or made-to-order items
  • Gift cards

How a return works

  1. Contact us via the Secure Contact Form with your order number and reason for return.
  2. We'll confirm whether the item is eligible and, if so, send you a Return Authorisation and the return address.
  3. Post the item back — tracked and at your cost for change of mind, or free of charge for faulty items.
  4. Once we've received and checked it, we'll process your refund, exchange or store credit.

Please wait for our Return Authorisation before sending anything back, so we can match your return to your order.

Need a hand?

We're here to help — reach us any time through our Secure Contact Form and we'll get back to you.