Return en Refund Policy

At The Pet Department, we want every customer to feel confident and satisfied with their purchase. While we strive to provide quality pet products and exceptional service, we understand that returns may occasionally be necessary.

Please read this Return & Refund Policy carefully before placing an order.

100% Money-Back Guarantee on Eligible Items

We offer a full refund on all non-sale items and on sale items discounted by less than 40%, subject to the conditions outlined in this policy.

If you are not fully satisfied with your purchase, you may return eligible items for a refund in accordance with the conditions outlined below.

Please note that for change-of-mind returns, refunds consist of the eligible purchase price minus any applicable original shipping and handling costs and restocking or return handling fees.

Items purchased with a discount of 40% or more are considered FINAL SALE for change-of-mind purposes and are not eligible for a return, refund or exchange simply because you have changed your mind.

Nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded under the Australian Consumer Law (ACL).

Tracking & System Synchronisation

Tracking updates and shipment events may take several days to synchronise within carrier systems.

Delays in tracking updates do not necessarily indicate that an order is unprocessed, lost or eligible for cancellation.

If tracking information has not updated for an extended period, please contact our customer service team at Support@the-pet-department.com.

Product Information & Material Descriptions

We strive to ensure that all product descriptions, images, sizing details, colours, materials and product specifications displayed on our website are as accurate as possible.

However, slight variations, inaccuracies, omissions or typographical errors may occasionally occur.

Product images are intended for illustrative purposes. Actual colours, textures, fabrics, materials, finishes or dimensions may vary slightly due to lighting conditions, screen settings, manufacturing updates or supplier variations.

The Pet Department does not guarantee that all product descriptions or website content will be entirely error-free, complete or current at all times.

Minor differences or variations that do not materially affect the product may not necessarily be considered defects.

However, nothing in this section limits your rights where a product is faulty, unsafe, significantly different from its description or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Customers who are uncertain about product sizing, dimensions, materials, suitability or specifications are encouraged to contact our support team prior to placing an order.

Sale Items

Items discounted by 40% or more are FINAL SALE for change-of-mind purposes and cannot be returned or exchanged simply because you have changed your mind.

Sale items discounted by less than 40% may only be returned if all return conditions outlined in this policy are fully met.

Exchanges are not generally available for sale items, including exchanges for different sizes, colours or variations.

Final Sale conditions do not override your rights under the Australian Consumer Law. If a sale item is faulty, unsafe, incorrectly described or otherwise fails to meet an applicable consumer guarantee, you may still be entitled to a remedy under Australian law.

Return Conditions

To qualify for a standard change-of-mind return, all of the following conditions must be met:

  • The return request must be submitted within 30 days of delivery;

  • The item must be unused, unworn where applicable, unwashed and in its original condition;

  • Original tags, accessories and packaging must still be attached or included and intact;

  • The return must be approved in advance by our support team;

  • The customer must obtain the required return authorisation and return instructions;

  • The item must be shipped to the designated return or fulfilment centre provided by our support team;

  • The customer is responsible for all return shipping costs for change-of-mind returns.

A $15.50 AUD restocking and handling fee per return may be deducted from the refund amount for eligible change-of-mind returns.

Returns that do not comply with these conditions may be rejected and returned to the sender at the customer's expense, where permitted by law.

These conditions apply to change-of-mind returns and do not limit any rights or remedies available under the Australian Consumer Law.

Multiple Variant or Size Orders

Customers are encouraged not to purchase multiple identical products or variations solely for the purpose of trying different sizes, colours or options and returning the unwanted items.

Where a return is based purely on change of mind, all standard return conditions and applicable return costs outlined in this policy will apply to each eligible returned item.

We strongly encourage customers to carefully review product sizing, dimensions and specifications before placing an order.

If you are unsure which option is suitable for your pet, please contact us at Support@the-pet-department.com before ordering.

Separate Shipments & Return Shipping Costs

To ensure the fastest possible delivery experience, orders containing multiple items may be shipped separately.

This allows available products to be dispatched immediately rather than delaying your entire order while waiting for other items to become available at our fulfilment centres.

As a result, customers may receive multiple packages for a single order.

Please note that for eligible change-of-mind returns involving multiple items, a return shipping and handling fee of $15.50 AUD per returned item may apply.

These costs may be deducted from the total refund amount.

For example:

  • Orders with 2 returned items may incur 2 separate return shipping and handling fees.

  • Orders with 3 returned items may incur 3 separate return shipping and handling fees.

By placing an order with The Pet Department, you acknowledge these separate shipment and change-of-mind return conditions.

These charges do not apply where doing so would limit a customer's rights or remedies under the Australian Consumer Law.

Return Shipping Responsibility

Customers are responsible for covering return shipping costs for eligible change-of-mind returns.

All approved returns must be sent to the returns centre specified in the return instructions provided by our support team.

Depending on the product and fulfilment partner, the designated returns centre may be located outside Australia, including in China.

Returns sent to an address other than the return address provided by our customer service team may not be accepted or processed.

To ensure safe delivery, we strongly recommend using a tracked shipping service and retaining your shipping receipt until your return has been processed.

The Pet Department cannot be responsible for change-of-mind return shipments that are lost before reaching the designated returns centre.

Where a product is faulty or otherwise covered by the Australian Consumer Law, return shipping arrangements and costs will be handled in accordance with applicable consumer rights.

Return Period

Change-of-mind return requests must be initiated within 30 days of receiving the order.

After 30 days from the delivery date, standard change-of-mind returns may no longer be accepted.

This 30-day period does not limit any rights or remedies that may apply under the Australian Consumer Law.

Order Cancellations

Once an order has been placed and payment has been successfully processed, our fulfilment process may begin immediately.

For this reason, we cannot guarantee that an order can be cancelled, modified or reversed after payment confirmation.

If you wish to cancel or modify an order, please contact us as soon as possible at:

Support@the-pet-department.com

If the order has already entered processing or has been dispatched, customers may need to wait until delivery has been completed before requesting an eligible return in accordance with this Return & Refund Policy.

This provision is consistent with the Order and Agreement provisions in our Terms of Service.

Nothing in this section limits any rights available under applicable Australian consumer law.

Defective, Damaged or Incorrect Items

If you receive an item that is defective, damaged, unsafe, incorrect or significantly different from its description, please contact us as soon as possible.

To help us verify and resolve the issue, customers may be required to provide:

  • Clear photographs and/or video evidence showing the issue;

  • The order number;

  • A description of the problem; and

  • Any other information reasonably necessary to assess the claim.

Where appropriate, we may offer a replacement item at no additional cost.

Depending on the circumstances and your rights under the Australian Consumer Law, you may instead be entitled to another remedy, which may include a repair, replacement or refund.

Damage caused by misuse, improper handling, normal wear and tear, incorrect use, damage caused by a pet, failure to follow product instructions or other external causes is not generally considered a manufacturing defect.

How to Request a Return

To initiate a return request, please contact us by email at:

Support@the-pet-department.com

Please include the following information:

  • Full name

  • Order number

  • Product(s) you wish to return

  • Reason for the return

  • Photographs or videos where relevant

Important: Returns must be approved and registered via email in advance.

Once your return has been approved, our support team will provide you with the correct return instructions and return address.

Please do not send products to an address obtained from the original shipping label or package without first contacting us, as the appropriate return location may be different.

Unauthorised returns may be refused or returned to the sender where permitted by law.

Return Form Requirement

Where a return form is provided by our customer service team, all approved returns must include the fully completed return form.

Returns submitted without the required return documentation may experience delays in processing.

Please ensure your order number and customer information are clearly included so that we can correctly identify your return.

Refund Processing

Once the returned item has been received and inspected, we will notify you regarding the approval or status of your refund.

Approved refunds will be processed back to the original payment method within a reasonable processing timeframe.

For eligible change-of-mind returns, applicable original shipping costs, handling fees, restocking fees, customs charges, duties, taxes and return shipping costs may be non-refundable.

Where applicable, authorised fees will be deducted from the refund amount.

Nothing in this section limits any refund or reimbursement a customer is legally entitled to receive under the Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage.

You may also be entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The change-of-mind restrictions, Final Sale conditions, return periods and return fees contained in this policy do not override these statutory consumer rights.

Summary

The Pet Department is committed to treating every customer fairly while maintaining clear and transparent return procedures.

Items discounted by 40% or more are considered FINAL SALE for change-of-mind purposes and are not eligible for a standard change-of-mind return, refund or exchange.

Eligible change-of-mind returns must be requested within 30 days of delivery and must comply with the conditions outlined in this policy.

Nothing in this Return & Refund Policy excludes or limits rights that cannot legally be excluded under the Australian Consumer Law.

By placing an order on our website, customers acknowledge and agree to the terms outlined in this Return & Refund Policy, subject to their statutory rights.

If you have any questions, please contact our support team:

The Pet Department
Sydney, Australia
Email: Support@the-pet-department.com