Terms & Conditions

Overview

Our refund and returns policy lasts 30 days for non perishable items. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Perishable goods such as raw products are not to be returned.

Additional non-returnable items:

Raw products
Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Perishable items refunds

If you have received your perishable item delivery and your products have perished during transportation you are eligible for a refund or account credit. All Pets Pantry must be notified within 24hours of customer receiving delivery that there is an issue with any products. If we are notified after 24hours after delivery we cannot issue a refund or credit as all items must be inspected once delivered within 24 hours.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to 1/5 terrace Road, North Richmond NSW 2754

Shipping returns

To return your product, you should mail your product to 1/5 Terrace Road, North Richmond NSW 2754

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Our delivery service is via cold courier

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