Refund policy

Return & Refund Policy

At PetNation, we want you to shop with confidence. If something isn’t right with your order, we’re here to help.

This policy operates alongside your rights under the Australian Consumer Law, which cannot be excluded or limited by this policy.

 

Australian Consumer Law

Under Australian Consumer Law, you’re entitled to a repair, replacement or refund if a product has a major fault, is significantly different from its description, is not of acceptable quality, or does not do what it is supposed to do.

Nothing in this policy limits your rights under Australian Consumer Law.

 

Change of Mind Returns

We understand that sometimes you may change your mind.

We may accept returns for eligible items within 14 days of delivery, provided that:

  • the item is unused and in its original condition
  • all original packaging, manuals and accessories are included
  • the item is suitable for resale
  • proof of purchase is provided

Please note that not all products are eligible for change of mind returns.

Some returns may be subject to the supplier’s approval, return shipping costs and/or applicable restocking fees where permitted.


Items That Cannot Be Returned

Unless required under Australian Consumer Law, we cannot accept returns for:

  • Opened or used products
  • Pet food and other perishable products
  • Personal care or hygiene items
  • Custom or made-to-order products
  • Gift cards
  • Clearance or final sale items (unless faulty)

If you’re unsure whether your item is eligible, please contact us before requesting a return.


Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us within 7 days of receiving your order.

Please email: petnationdirect@outlook.com

Include:

  • Your order number
  • Photos of the product
  • Photos of the packaging (where possible)
  • A description of the issue

We’ll review your claim and work with our supplier to provide an appropriate resolution, which may include a repair, replacement or refund in accordance with Australian Consumer Law.


Before Returning an Item

Please do not send any items back without contacting us first.

As we work with multiple Australian suppliers, return instructions vary depending on the product.

If your return is approved, we’ll provide you with the correct return instructions.

Returns sent without prior approval may not be accepted.

 

Refunds

Once your returned item has been received and inspected (where applicable), we’ll notify you of the outcome.

If your refund is approved, it will be processed back to your original payment method.

Please allow 5–10 business days for your bank or payment provider to process the refund.

 

Exchanges

We do not offer direct exchanges.

If you’d like a different product, we’ll happily assist you with returning an eligible item (where applicable) and you can place a new order once your return has been approved.

 

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Orders may only be cancelled before they have been processed or dispatched.

Once an order has been dispatched, it may no longer be possible to cancel it.

 

Need Help?

If you have any questions regarding returns, refunds or your order, please contact us at: petnationdirect@outlook.com

We’re always happy to help.