Returns & Refunds Policy
Last updated: February 1st 2026
At Pet Farmacy, we want you to love your purchase. If for any reason you're not completely satisfied, we're here to help.
1. Change of Mind Returns (Voluntary Policy)
We offer a 30-day change-of-mind return period for most items:
- You may return eligible items within 30 days of the delivery date for a full refund or exchange.
- Items must be:
- Unused
- In their original condition (including all tags, packaging, and accessories)
- Returned with proof of purchase (order number or receipt)
- Returns are processed via mail. We provide free return shipping — we'll send you a prepaid return label or reimburse reasonable return postage costs upon approval.
- To start a return:
- Contact us at sales@petfarmacy.com.au or via our contact form within 30 days.
- Include your order number and reason for return.
- We'll guide you through the process and provide return instructions/labels.
- Once we receive and inspect the returned item (usually within a few business days), we'll process your refund to the original payment method or issue an exchange/store credit as requested.
- Note: Original shipping fees are not refunded for change-of-mind returns (unless the return is due to our error). Sale/final sale items may have restrictions — check product pages for details.
2. Faulty, Damaged, or Incorrect Items (Australian Consumer Law)
All products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). If your item has a major problem (e.g., significantly faulty, unsafe, substantially different from description, or unfit for purpose), you are entitled to choose:
- A refund, or
- A replacement.
For minor problems, we will repair the item (or replace it if repair isn't possible) at no cost to you.
- You have the right to return faulty items within a reasonable time (not limited to 30 days — depending on the expected lifespan of the product).
- If we confirm the issue is covered under ACL:
- We cover reasonable return shipping costs.
- We refund the full purchase price (including original shipping) and any other reasonable costs caused by the fault.
- Contact us as soon as possible with photos/details of the issue. We'll assess and arrange next steps quickly.
This policy does not affect your rights under the Australian Consumer Law. For more information, visit the ACCC website: www.accc.gov.au/consumers.
3. Exclusions & Non-Returnable Items
The following cannot be returned under our change-of-mind policy (but ACL rights still apply if faulty):
- Personalised, custom-made, or perishable items
- Hygiene/sealed health & beauty products once opened
- Gift cards/digital downloads
- Items marked as "final sale" or "no returns" on the product page
4. Refunds
- Refunds are issued to the original payment method.
- Processing time: 3–10 business days after we receive and approve the return (depending on your bank/payment provider).
- We aim to respond to all return requests within 2 business days.
5. Contact Us
Questions? Reach out anytime:
We're committed to making your shopping experience easy and enjoyable. Thank you for choosing Pet Farmacy!
