Refund policy
Pet Centric Return & Refund Policy
Our Commitment
At Pet Centric, we want you and your pet to absolutely love every purchase. If you're not completely satisfied with your order, we're here to help make it right.
Return Timeframe
You may return eligible items within 30 days of delivery for a refund. Returns requested after 30 days cannot be accepted.
Eligible Returns
To be eligible for a return, items must be:
- Unused and in the same condition as received
- In original packaging with all tags attached
- Accompanied by proof of purchase (order number or receipt)
Please note that we do not offer exchanges.
Non-Returnable Items
For health and safety reasons, the following items cannot be returned:
- Opened or used pet food, treats, or supplements
- Grooming products that have been opened or used
- Personalized or custom-made items
- Sale or clearance items marked as final sale
How to Initiate a Return
- Contact us at customerservice@petcentricpets.com.au within 30 days of receiving your order
- Include your order number and reason for return
- We'll provide you with return instructions and a return address
- Package items securely in original packaging
- Ship the return using a trackable shipping method
Return Shipping Costs
- Standard returns: Customer is responsible for return shipping costs
- Defective or incorrect items: We cover all return shipping costs and provide a prepaid return label
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.
Refunds
Once we receive and inspect your return, we'll notify you via email. If approved:
- Refunds will be processed to your original payment method within 5-10 business days
- Please allow additional time for your bank or credit card company to process the refund
- Original shipping charges are non-refundable (except for defective or incorrect items)
Defective or Damaged Items
If you receive a defective or damaged item:
- Contact us immediately with photos of the damage
- We'll arrange a free return and send a replacement or provide a full refund (including original shipping)
- No need to return severely damaged items - we may ask you to dispose of them safely
Wrong Item Received
If we sent you the wrong item:
- Contact us with your order details via the contact us form or via customerservice@petcentricpets.com.au
- We'll send the correct item at no charge and arrange free return of the incorrect item
- You'll receive a prepaid return label via email
Late or Missing Refunds
If you haven't received your refund within 10 business days of our confirmation:
- Check your bank account or credit card statement again
- Contact your credit card company or bank - processing times vary
- If you've done this and still haven't received your refund, contact us at customerservice@petcentricpets.com.au
Questions?
If you have any questions about our return policy, please contact us at customerservice@petcentricpets.com.au. We're here to help!