Refunds and Returns Policy

Change of Mind Returns

Please choose carefully before making your purchase. We do not offer refunds or exchanges for change of mind or incorrect choice.

If you wish to return an item due to change of mind and it is accepted at our discretion, the product must be unused, unopened, and in its original packaging. A restocking fee of up to 20% may apply, and return postage costs are the responsibility of the buyer.

If the product qualified for free shipping at the time of purchase and no error was made on our behalf, the original shipping cost incurred by us will be deducted from your refund.

Faulty or Damaged Items

If you receive an item that is faulty, damaged, or not as described, please contact us within 7 days of receiving your order.

To help us resolve the issue quickly, please include:

Your order number
Photos or videos clearly showing the issue
A brief description of the fault

Once reviewed, we’ll advise whether the product needs to be returned for inspection or replacement.

If a product is deemed faulty under Australian Consumer Law, you are entitled to a repair, replacement, or refund, depending on the nature of the problem.

Manufacturer Warranties

Some products are covered by a manufacturer’s warranty. In these cases, you may be required to contact the manufacturer directly for assessment and resolution. We’re happy to assist with warranty claim details if needed.

Conditions for Returns

To be eligible for a return, items must:

Be in brand new, resalable condition as received (unless faulty)
All seals and packaging must be same as when received (Not broken, opened and or ripped)
Include all original packaging, parts, and manuals
Be returned within 30 days of purchase (unless otherwise arranged)
Be accompanied by proof of purchase

Items returned that are not in their original condition, damaged, or missing parts may not be eligible for a refund.

Exclusions

Returns and refunds are not available for:

Custom orders or special requests
Live animals or perishable goods
Gift cards
Clearance or sale items (unless faulty)

Refund Processing

Approved refunds will be processed via the original payment method within 5–10 business days once the returned item is received and inspected. Shipping costs are non-refundable, except where the product is confirmed faulty or sent in error.

If the original purchase qualified for free shipping, and no mistake was made on our part, the cost of shipping will be deducted from your refund total.

How to Initiate a Return

Please contact us at sales@youronlinepetstore.com.au before returning any item. Returns sent without prior authorisation may be rejected or delayed.

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