Returns & Exchanges

We want you to be completely satisfied with every item that you purchase from We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle free as possible. Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the Australian Consumer Law (ACL).

When to return a product?

You are entitled to a refund, replacement or a credit from Oz-Pet when an item purchased fails to meet one of the consumer guarantees as per the Australian Consumer Law (ACL), i.e. the product:

• Is faulty or of unacceptable quality
• Does not match the description
• Is unfit for the intended purpose (i.e. does not do what it is meant to do)
• Is not delivered in a reasonable time frame
• And proof of purchase must be provided (proof of purchase details are outlined above)

Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement.

Oz-Pet will also, as an act of good will, accept return items if you have changed your mind. In this instance, the product must:

• Be returned within 28 days of purchase
• Be in a re-saleable condition (original condition and tray not used by a cat/kitten for hygiene reasons)

The unwanted product must be returned to us via post. Oz-Pet Online treats “change of mind” transactions as a refund; you are then able to place another order in your own time for a replacement product from our online store.

How do i return a product purchased online?

Items purchased from our online store can be returned via post to our Online Warehouse.

If you would like to post the item back to our Online Warehouse, please contact our Oz-Pet Online customer service team to assist with organising the best method of shipping for your return or exchange, to:

Please include your name, phone number, the name of the product in question and your reason for return (e.g. faulty item, change of mind, etc).

Who pays for the return of my purchase?

Oz-Pet will cover any associated delivery charges for the return of any products which fail to meet the consumer guarantees as per the Australian Consumer Law (see “When to return a product” above), provided they are returned to us using the recommended shipping method (as discussed with an Oz-Pet Online customer service team member). Any return delivery charges will be added to your refund amount once processed. We will also refund the cost of the original delivery and pay for the delivery of any replacement item.

For any ‘change of mind’ returns, it is your responsibility to cover all delivery charges incurred. A copy of your tax invoice (or relevant proof of purchase) is to be included in the delivery (please keep the original for your own reference), and the refund will be processed using your original method of payment.

Please ensure your item is packed securely to protect it from any damage in transit and be sure to retain your shipping information for tracking purposes, to ensure the package arrives safely at our warehouse. Oz-Pet cannot be responsible for any items damaged or lost during transit.

How long will my refund take?

Please allow 7 business days for the return to be processed after your item arrives at our Online warehouse.

Need to return an item now? Click here to send an email to: