Refund Policy

Last updated: May 2026

At Pets'r Us, your satisfaction is our priority. If you are not completely happy with your purchase, we're here to help. Please read our Refund Policy carefully.

Returns

We accept returns within 30 days of the delivery date, provided the item is:

• Unused and in its original condition
• In the original packaging
• Accompanied by proof of purchase (order confirmation or receipt)

Please note that the following items are not eligible for return unless faulty or damaged:

• Perishable goods (food, treats, supplements)
• Personalised or custom-made items
• Items marked as final sale

How to Initiate a Return

To start a return, please contact us at support@petsrus.com.au [Update with your email] with your order number and reason for return. Our team will provide you with return instructions within 1–2 business days.

Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrectly sent.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 5–7 business days. Please note that your bank or card provider may take additional time to process the refund.

Damaged or Faulty Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of receiving your order. Please include photos of the item and packaging. We will arrange a replacement or full refund at no additional cost to you.

Exchanges

We currently do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order.

Australian Consumer Law

Our Refund Policy is in addition to your rights under the 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 have goods repaired or replaced if they fail to be of acceptable quality.

Contact Us

If you have any questions about our Refund Policy, please contact us at support@petsrus.com.au