Returns Policy

Return Requests Are Accepted via Email or Post Only 

Damaged Items
We do not refund, repair or exchange items which either you or your pet have damaged through incorrect installation, misuse, unintended use of the product, or have intentionally or maliciously damaged.  We are not responsible for transport damage in anyway.  Such damages are to be taken up with Australia Post or the courier company who has delivered the goods to you.  For that reason we recommend that you check the items for damage at the point of receiving. Having said that freight damages rarely occur.  

Defective Items
Any product that has been used in accordance with the intention and specifications stipulated by the manufacturer and has subsequently found to be defective, will be replaced, repaired or refused as determined by Everything Pet Online.  This excludes items that appear to have been misused, worn out, or abused in any way.   Claims for defective items must be made in writing within 14 (fourteen) days of the invoice date, by sending an email as explained below. Everything Pet Online accepts no responsibility, financial or otherwise for the defective item, but will administrate the replacement or repair of the item through the wholesaler, manufacturer or ourselves, as determined by Everything Pet Online on your behalf.

If a return request for the defective item is submitted inside of 14 (fourteen) days, Everything Pet Online will completely administrate the return process for you.  If the return request for the defective item falls outside of the stipulated 14 day return period, then you must forward claim directly to the manufacturer for replacement or repair as determined by the information on the items warranty card.

Freight Costs
All costs associated with having an item returned will be at the customers cost.  The manufacturer will incur the cost to return the item to you.

Packaging
Please return your defective item in its original and undamaged packaging, along with a copy of your original receipt and the packaging slip which came with your order.   Additional items such as accessories, manuals, videos, or documentation that accompanied your purchase must be returned.  The manufacturer reserves the right to deny the claim if all items associated with the product are not returned with it.

Steps to Complete a Defective Item Return Request

1. Please contact us via email at:  info [at] everythingpet [dot] com [dot] au (Note: replace [at] with "@" and [dot] with "." )  with a thorough explanation of the nature of item defect, and include the invoice number and the date of purchase to your email.
2. Depending on whether you are claiming the return inside of the stipulated 14 (fourteen) day return period will determine where we advise you to send the return. 
3. Please package the item securely, along with all product packaging, accessories, documentation etc. that accompanied your original purchase and please include a copy of your original invoice and packing slip.
4. We will inform you of where to post the item.  We or the manufacturer cannot replace or refund items that are not received by us, therefore we recommend using registered post for parcels with contents over $50 value.
5. When the item has been received back to us (within 14 days of the original invoice date), Everything Pet Online will examine the item for defects and arrange it to be repaired or replaced for you.  If a repair is not suitable and a replacement product is not available, you will be issued with a refund.  If you submit a defective item return request after the 14 (fourteen) day threshold, the outcome will be determined by the manufacturer on the items warranty card.

Please note that returns will not be accepted if the above return conditions and any specific product conditions that apply have not been met.

Return of "Change of Mind" or "Not Suitable" Items
In the event that you have changed your mind about a product, Everything Pet Online will exchange any new and unused product within 14 (fourteen) calendar days of the invoice date, less a 15% restocking fee, for a 60-day credit note. Conditions apply as follows:

Original and return shipping charges are non-refundable and items must be returned in their original and undamaged packaging in new, unused and re-saleable condition at the customer's expense.  A 15% restocking fee will be deducted from the original purchase price and the balance will constitute the value of your credit note.

Everything Pet Online reserves the right to refuse a return if the item is not received in new, unopened and resalable condition, complete with all accessories, documentation, videos, etc. as originally accompanying your purchase. It is the customer's responsibility to ensure returns are safely and securely packaged to ensure they are not damaged during return transit. Registered post is recommended. Used or incomplete items, or items damaged during return transit will not be accepted for credit. Please note that unacceptable returns will only be sent back to the customer at the customer's request and cost.

We are unable to accept any items for return that have had their original packaging damaged, are incomplete, or that have been damaged during return transit.

Steps to Complete a Change of Mind Item Return Request

1. Please contact us via email at:  info [at] everythingpet [dot] com [dot] au (Note: replace [at] with "@" and [dot] with "." )   with an explanation of item return and include the invoice number and the date of purchase in your email.
2. Please package the item securely, along with all unopened product packaging, accessories, documentation, etc, that accompanied your original purchase. Your return item must be in original, undamaged and re-saleable condition and please include your original invoice and packaging slip.
3. Post the item via registered post back to the address we give to you when we respond to your request.  The return shipping costs are at the customer's expense.
4. When the item has been received (within 14 days of the original invoice date), Everything Pet Online will examine your return item to ensure it is in unused and is in a re-saleable condition.  We will then issue your credit note, which will constitute the value of the original item, less a 15% restocking fee. Original and return postage costs are not refundable.

Please note:  Returns will not be accepted if the applicable return conditions and any specific product conditions that apply have not been met.

Return of Sale Items
Unless proven defective as describe above, we regret we are unable to accept any return of sale items.

Order Cancellation
All orders are automatically processed and payment are deducted via PayPal.  We incur irreversible fees and administration costs during this process and while we understand that orders may sometimes need to be changed or cancelled, we are unfortunately unable to do so free of charge once your payment has been processed.  We strictly adhere to the following cancellation terms:

• If you cancel your order BEFORE it has been shipped, a cancellation fee of 5% is applicable and will be deducted prior to credit.

• Once your order has been dispatched we regret it is unable to be cancelled and a subsequent return will be subject to applicable re-stocking/administration fees as outlined in the returns section above.

• Orders which are REFUSED AT DELIVERY will be treated as a "Change of Mind" return and are subject to all applicable re-stocking/administration fees as outlined above. Postage costs are not refundable and any costs of return to us will also be deducted from the return credit.

Should you need to cancel or amend your order, it is important you contact us as soon as possible, as any delay may result in a losing the opportunity to catch the order before it is despatched.

Important Notes for All Returns
Refunds and exchanges apply only to products purchased directly from Everything Pet Online.  Any refunds or warranties mentioned in the description for any individual products on this website may supersede our Returns Policy as we see appropriate.  Additionally, any specialised Manufacturer's Guarantee or Warranty will supersede our Returns Policy, and it may be required that returns and repairs will be arranged by you directly with the Manufacturer.

Returns will not be accepted and Everything Pet Online reserves the right to withhold credit note funds, or to refuse refunds, if the above conditions and any specific product conditions that apply have not been met.

All products to be returned MUST be in their original and undamaged packaging with all accompanying documentation/accessories, and be returned within 14 (fourteen) calendar days of our written agreement to return the product/s. Please enclose a copy of your original invoice, packaging slip and a note explaining the reason for your return. Return shipping is at your own cost.  We recommend registered post for parcels with contents over $50 value, as we are unable to refund, replace or credit returns not received by us.

We reserve the right to make a deduction to your refund amount for any damage sustained to either the returned product or it’s packaging, accompanying documentation, or accessories, whether or not this damage has been caused by yourself during use of the product or during return transit to us.

If the product returned by you is damaged to the point it is deemed unsaleable, we reserve the right to refuse to refund. Cost of returning the product back to you is at your own expense and the product will be held until your return postage payment has been received.  Items that have been refused refund will be held for a period of three months pending your payment for return postage, before being deemed abandoned and then subsequently disposed of.