Refund and Returns Policy

To be eligible for a refund and/or return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, personal items, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

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:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • 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

Not all items purchased from Picky Pet Shop can be returned for a refund. Items that are not in stock in the Picky Pet Shop warehouse that need to be shipped from a supplier cannot be returned.

No returns will be accepted after 30 days from when they are received.

Items that are available for return will attract a 15% Return Fee when refunding via your original purchase method. You can opt to instead receive store credit applied to your customer account for 100% of the original purchase price.

Please note any products that have been opened, test fitted, damaged, packaging or contents lost or damaged will NOT be accepted for return.

Also note shipping costs in your original purchase will not be refunded.

Please choose the items carefully before making your selection and proceeding with the purchase of our products as we do not refund for change of mind.

CANCELLING ORDERS

Not all items purchased from Picky Pet Shop can be cancelled.

Items that are not in stock in the Picky Pet Shop warehouse that need to be shipped from a supplier cannot be cancelled once they are in transit.

Warranty for products sold through Picky Pet Shop

    1. All products sold through the Picky Pet Shop Platform come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.
    2. In addition to a customer’s rights under the Australian Consumer Law, Picky Pet Shop offers a 12-month warranty on products sold through the Picky Pet Shop Platform which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):
      1. if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;
      2. in relation to accessories or bonus gifts (as noted as such in a product listing); or
      3. if the fault or damage is due to:
        1. normal wear and tear
        2. damage arising from improper assembly or modification of the product;
        3. damage arising from abnormal use or abuse of the product;
        4. damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber); or
        5. damage to external product packaging only.
    3. We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:
      1. send missing parts (if applicable);
      2. suggest a method of self-repair (if applicable).
      3. replace the product (subject to availability);
      4. offer an alternative product; or
      5. offer a partial or full credit voucher or refund.

Making a warranty claim for damaged goods or missing parts

    1. Warranty claims should be sent to us via the Picky Pet Shop website. Login into your Picky Pet Shop account, head into ‘Orders’ and select ‘Request Support’ for the individual order.
    2. The following should be included in the message:
      1. order number;
      2. the quantity of each product and/or part missing, faulty or damaged; and
      3. an image or video (of acceptable quality) of the product that clearly shows:
        1. the fault or damage (if applicable)
        2. what part is missing (if applicable);
        3. the product in the original packaging (if applicable); and/or
        4. the product’s instruction manual with the fault or damage and/or missing part indicated, for example by circling the area damaged or from which a part is missing (if applicable). In addition, please provide a brief explanation of the fault or damage, and what the customer is requesting, i.e. refund, credit or replacement of parts/product.
    3. All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered to be acceptable quality as we cannot make a clear assessment of alleged faults or damage.
    4. A customer should not dispose of items before a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised.
    5. If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or and the return label has not been provided.
    6. For missing parts, once we have received the necessary details, and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to two working days. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under the Australian Consumer Law.
    7. Any delivery delay should be reported by you to us within 10 working days from the date of dispatch. Any delivery delay will be investigated by our courier partner, which can take up to two working days . If we receive no update within two working days of notifying the partner, we will offer an appropriate remedy in accordance with the Australian Consumer Laws. For delivery time frames, please visit our shipping guide. Due to ongoing unforeseen occurrence of natural disasters from time to time, delivery time frames can be affected. Your patience in such cases would be highly appreciated.

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, within a certain amount of days.

Sale items

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

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.

Change of mind refund requests

    1. We only replace or refund items if they are defective or damaged. We do not offer Change of mind refunds.

Shipping returns

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 are advised to use a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Product recalls

    1. In the event of a product recall, we will advise you of the relevant procedure.

Last Updated: 10th December 2024