At PetO our first priority is to have happy customers, if something is wrong we want to make it right!
Change Of Mind Policy In-Store and Online
To keep you, your pets and our team members safe; we are temporarily suspending our "Change Of Mind" returns until further notice. For all products purchased from 23rd March 2020 onwards, we will be unable to accept any product returns or exchanges for change of mind. If the products you have purchased are found to be defective, our Repair, Replacement & Refund Policy below still applies.
Repair, Replacement & Refund Policy
This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase from PetO is found to be defective, or it does not meet your needs, PetO will happily repair or replace the product, or offer you a refund.
This Policy provides you with benefits in addition to the rights you have at law, including under the Australian Consumer Law (see below), because your satisfaction is very important to us.
Products returned within 14 days will be offered a refund or exchange at the discretion of PetO.
If you are a PetO Pals Member, and the transaction for the product you are returning is listed on your account, we can accept this as proof of purchase.
If you are not a PetO Pals Member you will need to provide the staff with proof of purchase:
- the PetO tax invoice you received with your purchase, or
- another acceptable proof of purchase.
Subject to proof of purchase, for approved refunds, we will happily refund via the same tender as recorded on the tax invoice.
You do not have to return your product to the PetO store of purchase, feel free to visit any PetO store of your convenience.
Online Returns Policy
If you have purchased Online (Click & Collect or Home Delivery), there are two ways you can return a product:
1. Take the product back to your nearest PetO Store
We will require proof of purchase, refer to “In Store Purchases” above for requirements. If you are not a PetO Pals member, you could also provide a printed copy of the order confirmation email that you received when placing your order online.
The store will then contact our Customer Service Team to complete the return/refund process. Approved refunds may take up to 7 business days.
2. Post the product back to us
Contact us by email firstname.lastname@example.org including your name, preferred contact method/details, invoice number along with details as to why you are returning the product. We will contact you once the return has been approved and arrange for a courier to collect the product if it was originally delivered.
Any products returned to us via a courier must have proof of purchase included in the return parcel.
We will not be liable for any delivery costs incurred by you where products are being returned to PetO due to change of mind. Approved refunds may take up to 7 business days.
Items Damaged in Transit
If you receive a faulty or defective product from us that you believe has been damaged in transit, you can return it to us within 14 days of receipt (refer to “Post the product back to us” above for the process).
Once received, we will inspect the product and if we agree that the product is likely to have been damaged during transit (and unlikely to have occurred through abnormal use), we will, with your agreement, replace the product with an identical product. If we are unable to provide you with an identical product, we will, with your agreement, refund the purchase price (including delivery costs incurred by you if any). Refer to “Delivery Refund Policy” below for more information.
Delivery Refund Policy
If you bought the product online, and the product is defective or damaged in transit, return the product within 14 days and (provided we agree that the product is damaged or defective as outlined below) we will refund your original delivery charge or cover the costs of delivering any replacement product to you. Delivery charges will not be refunded if the item is returned simply because it is a change of mind.
Damaged Items Returns Policy
Unfortunately, neither PetO nor the manufacturer or agent can offer a refund or replacement where the product has sustained damage as a result of abnormal use. This includes products that have not been used correctly or in accordance with the applicable manufactures’ instruction or user manual. If repair is possible, it would be at your direction and cost. Items that have been damaged as a result of abuse, misuse, chewed or not being used correctly or in compliance with the applicable manufacture instructions or user manual may not be subject to a refund.
Faulty or Defective Items Return Policy
If you purchase a faulty product from us (see above for items damaged in transit), return it to us within 14 days of purchase. We will inspect the product and if we agree that the product is faulty and unlikely to have occurred through abnormal use, we will, with your agreement, replace the product with an identical product. If we are unable to provide you with an identical product, we will, with your agreement, refund the purchase price.
Food Return Policy
If you purchased the food In Store and your pet doesn't like the food that you have purchased, return it to the store within 2 weeks with the Tax Invoice and we will find a more palatable or suitable food. This applies to selected food only and only for In Store purchases, talk to one of our Team Members for more information.
Pharmacy and Treatments Return Policy
Pharmacy and treatment items cannot be returned if the packaging has been opened or tampered with. If you have any questions regarding the pharmacy or treatment item you purchased, please call the customer service advice line as quoted on the packaging.
Consumables Return Policy
Some consumables such as cleaning chemicals and products, shampoos, training pads, wipes, grass planters and seeds cannot be refunded if the packaging is opened and/or the product has been used.
Scratchers Return Policy
If the scratcher has been used, unfortunately we will not be able to refund.
Australian Consumer Law
Your Rights under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If the failure is not considered to be major, any cost incurred by you in returning the product to us will be borne by you.
If the problem with a product is considered to be minor (anything that can be fixed within a reasonable period of time), we will provide you with a free repair process.
Replacement or Refunds
If the problem with the product is major, you can ask for a replacement or refund.
We may take into account how much time has passed since you bought the product, how the product has been used, the length of time for which it is reasonable for the product to be used and the amount of use it could reasonable be expected to tolerate before the failure becomes noticeable.
Replaced products will be of an identical type to the product originally supplied. Refunds will be the same amount you have already paid, provided in the same form as your original payment.