At Petpend, we want your experience with us to be a pleasant one - which is why we've made our returns policy as simple as possible. And if for some reason things don't go quite to plan, we have a dedicated customer service team to make everything right again!
We accept returns for up to 30 days from purchase, the item(s) must be unused and in the same condition that you received it and must also be in the original or similar packaging. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange and we do not refund any change of mind purchases on sale items.
You can return your order for a refund if the item is faulty or damaged we will correct this at no extra cost to you.
If your item has a fault and is by no fault of your own, please email us some photos at firstname.lastname@example.org to advise us and obtain a return address. The product must be immediately returned in the condition as received, without any alterations or further damage.
For any other reason, you will be required to send the product back to us, and since we are offering free shipping to all customers at the time of purchase, you will pay for the return shipping and handling fees associated with returning the item(s) and is non-refundable by us.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, then your refund will be processed and applied to your credit card or original method of payment, within 3-7 business days.
We will also require a $5 AUD restocking fee, for all returned items to cover repackaging and restoring of inventory expenses. The amount will be deducted from the refundable amount.
Please ensure your full address is entered correctly at the checkout prior to completing your order, as customer input errors may result in you not receiving your item(s).
EXCHANGES (IF APPLICABLE)
We only replace, exchange, or refund items if they arrive defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and we will organise a replacement.
This does not include orders purchased in the incorrect size due to consumer fault or for any change of mind orders. The product must be returned in the condition as received, without any alterations or further damage.
Once your return is received and inspected, we will send an email to notify you that we have received your returned item(s). We will also send you a notification email if a full or partial refund will be processed.
RETURNED TO SENDER
For parcel(s) that was tagged by your local post office as "Returned to Sender - Item not collected", we will only provide a refund, once the item(s) has arrived back at our warehouse, inspected and in good condition.
We will also have to collect or withhold corresponding shipping and restocking fees from the refundable amount.
In most cases, we can reship the parcel for an additional fee. The amount will vary as set forth by your local post office.
Mishandled, damaged, or lost shipments are not the responsibility of Petpend.
If a tracking number shows the item(s) were successfully delivered to the shipping address provided during the checkout process. We recommend customers contact their local post office to inquire where it was delivered.
No replacements or refunds will be issued on items that show as successfully delivered. We will not be liable for incorrect address information provided by customers or missed delivery attempts by couriers.
We always recommend checking around your property or with neighbours to ensure your package was not misplaced.
If you believe your package may have been stolen, you may file a report with your local courier and local police.
To return your product, you should email us at firstname.lastname@example.org, where we will supply an address for delivery.
Since we are offering free shipping to all customers at the time of purchase (if applicable), and pay for the shipping and handling fees associated with that. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless your item has been declared faulty by no fault of your own.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.