Returns & Refunds Policy

Our 30-day return policy at a glance

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes those rights. This policy explains what we do in addition when you simply change your mind, and how we apply our hygiene rules.

What can be returned

If you change your mind or an item isn't right for your pet, you can return unopened, unused items within 30 days of delivery for a refund, provided that:

Who pays for postage: if you're returning an item because you changed your mind, return postage is at your cost, and the original shipping charge is not refunded. If the item is faulty, damaged or the wrong item, we cover the postage and refund the shipping charge for those items.

What can't be returned

Once opened or used, these products can't be returned or refunded for change of mind, because we can't check what has happened to them and can't safely resell them:

• Pet food, treats and chews (dry, wet, freeze-dried, raw or fresh)
• Supplements, vitamins and health products
• Grooming and hygiene products: shampoos, conditioners, sprays, wipes, ear and eye care, dental care, paw balms
• Litter, waste bags and cleaning or odour products
• Flea, tick and worm treatments and other veterinary-type products
• Any consumable with a broken, removed or missing safety seal, or past its best-before date because it was kept after delivery

Products this rule applies to also say so on their own page, and if you ask to return one for a change of mind you will be asked to confirm it is unopened and still sealed.

What “opened or used” means

A product is opened or used if the seal, wrapper, lid, cap, shrink film or hygiene seal has been broken or removed, or the product has been tried, applied, fed, partly consumed or otherwise used. A product that is only still in its outer shipping box is not opened.

The exception: bad condition

This rule does not apply if the product arrived damaged, defective, contaminated, spoiled, expired or in bad condition, or isn't what you ordered or as described. Those are covered below, even if the product has been opened to discover the problem.

Damaged, defective or wrong items

We'll make it right if any of these apply:

• the item arrived damaged, leaking, crushed or with a broken seal;
• the item is defective or doesn't work as it should;
• you received the wrong item, or something is missing;
• the item is not as described;
• a consumable arrived expired, past its best-before date, spoiled, contaminated or otherwise in bad condition.

What to do

1. Stop using the product and keep the packaging, label and batch number. For anything your pet eats, applies or wears, please don't use a product you're concerned about.
2. Take photos of the product, its batch number or best-before date, the packaging and the shipping label.
3. Tell us as soon as you notice. For transit damage, a wrong item or a missing item, please contact us within 7 days of delivery so we can claim from the carrier. For a defect, tell us as soon as you find it; your Australian Consumer Law rights apply for a reasonable time after purchase.
4. Request a return from My Orders and choose “Item arrived damaged”, “Item is defective”, “Received the wrong item” or “Not as described”, and add your photos. Guest orders: contact us with your order number and photos.

We'll replace the item (if we have stock) or refund it, and we pay the postage. For perishable or hygiene products we may ask you to photograph and safely dispose of the item instead of sending it back.

How to request a return

1. Request. Sign in and open the order under My Orders (once it's marked Completed and still within the 30-day window). Select “Request a return”, choose the items and quantities, pick a reason and add notes and photos. Guest orders: contact us with your order number.
2. We review it. You'll get an email once we've made a decision, usually within 1–2 business days. If it's approved, you'll receive a return number (RMA) and the return address, and sometimes a prepaid label.
3. Send it back. Pack the item securely with the return number on the parcel, then open the return under My Returns and select “Mark as sent”, adding the carrier and tracking number. Please don't send items back without an approved return number, as we may not be able to process them.
4. Refund. Once we've received and checked the item, your refund is issued.

Return address: PetDashAU Returns, 1 Example Street, Melbourne VIC 3000. Please use the address in your approval email, as it is the one that applies to your return.

Every return has its own status page under My Returns, with a step-by-step tracker. If an approved return isn't sent back, we may send a reminder and, after a set time, close it. You can start a new request if you're still inside the return window.

Inspection and decisions

We inspect every return. If an item doesn't meet this policy (for example, it has been opened or used, or isn't in its original condition), we'll tell you why and won't be able to refund it. Where it is safe and sensible to do so, we may offer to send it back to you at your cost. Our decision on a change-of-mind return doesn't affect any right you have under the Australian Consumer Law, and you're welcome to ask us to review a decision.

Refunds

• Approved refunds go back to your original payment method. We don't issue refunds as cash or to a different card.
• We process refunds promptly after we receive and check your return, normally within 5 business days. Your bank or card provider may then take a few more days to show it.
• If only some items in a return are accepted, you'll be refunded for those items.
• Discount codes: refunds are for the amount you actually paid for the item, after any discount.
• Loyalty points earned on a refunded item are removed from your balance.
• For faulty, damaged or wrong items, we also refund the shipping charged for those items.

Exchanges

If an item is faulty, damaged or wrong, we'll send a replacement if we have it in stock; otherwise we'll refund you. For change-of-mind, we can't swap items directly: please return the unopened item for a refund (see above) and place a new order for the one you want.

Subscribe & Save orders

Each Subscribe & Save delivery is a normal order, and this policy applies to it in the same way. You can pause, resume or cancel a subscription any time under Account → Subscriptions; changes apply to your next delivery. Deliveries that have already been charged and dispatched follow the rules above.

Trade (wholesale) orders

Trade accounts have a return window set on the account and shown on each delivered order. Damaged or defective goods carry no restocking fee. Other returns may carry a restocking fee, and the same hygiene rule applies: opened or used consumable and hygiene products can't be returned unless faulty. Trade returns are settled as account credit or a refund to the original payment method.

Questions