Returns & Refunds

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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty, or is not what you ordered, email support@petlifeplus.com within 30 days of delivery with your order number and a photo or short video of the problem.

We will offer you a replacement or a full refund, including the original shipping cost. In most cases we will not ask you to send the item back. If a return is required, we pay for it.

Change of mind

We accept change-of-mind returns within 30 days of delivery, provided the item is unused, in its original packaging and in resalable condition.

For change-of-mind returns, the customer pays return postage and we refund the product price (not the original shipping cost). This is offered in addition to your legal rights, not instead of them.

Items that cannot be returned for change of mind

Opened consumables, treats or supplements, for hygiene and safety reasons.
Personalised or custom-made items.

These exclusions do not apply where an item is faulty or not as described — your Australian Consumer Law rights still apply in full.

Order never arrived

If your tracking shows no movement for 14 days, or your parcel has not arrived within 10 days of the latest estimated delivery date, contact us. We will either resend the order or refund you in full.

Cancellations

You can cancel an order free of charge before it is dispatched. Once an order has been sent to our supplier for fulfilment we may not be able to stop it, but you can still return it under the sections above.

How refunds are paid

Refunds are issued to your original payment method. Banks typically take 5–10 business days to show the funds.

Contact

support@petlifeplus.com — we reply within 24 hours, Monday to Friday.