Return Policy

Your order will be processed once the payment has been made. We require at least 3 business days to process your order. It may take up to 5 business days to process your order during peak periods such as the End Of The Financial Year (EOFY), Black Friday and Christmas.

Whilst every effort is made to make descriptions as accurate as possible, errors may unintentionally occur. In case of an error made by Petgo, we will attempt to rectify this at no extra cost to you.

We do not usually accept returns but, on the rare occasions that a return is necessary, there is a 20% restocking fee. Refunds are not provided for returns. We will credit your account. If you decide to return an order, please ship it back to us with tracking and insurance so we can process the refund.

If you would like to make a return, please get in touch with us first. Send an email describing the problem to: orders@petgopetsupplies.com.au including your order number and the item/s to be returned, we will assess first and then advise the next steps.

The following applies to both standard and drop-shipped orders.

Goods returned are subject to the following criteria:

  • ALL returned items should be in excellent condition, the parcel should be unopened with the seal intact and not tampered with.
  • For goods with obvious signs of use, damage or soiled, we reserve the right to reject a return.
  • Customers are responsible for postage costs associated with returning the goods.
  • Petgo accepts no responsibility for loss or damage caused during return transit.
  • All returns via Standard Order will be processed minus the restocking fee of 20%
  • For drop-shipped orders, if the customer chooses to return the order, we charge a restocking fee of 20%.
  • If a drop-ship order is returned to the sender for any reason (such as non-collection, wrong address or refusal) there is a charge of $15 Auspost Return to Sender fee plus a 20% restocking fee that is non-refundable. We will credit your account minus these fees.

Customers would not receive a credit or replacement if products were misused, mishandled, or mistakenly installed. Customers are responsible for following the manufacturer’s instructions and advice on installation.

Please notify us within 5 business days of receiving your item if it arrives damaged or defective. In addition to a detailed description, we ask you to provide images or a short video clip (if possible) of the damage in order to proceed with the return process.

Once assessed and approved by our customer service team, you will be contacted to proceed with the return. Please return an item only with our approval. We will send you an email with confirmation that will include an address for shipping.

Please do not return items by COD or Return them to Sender, contact us before you return anything. Any items returned to the sender for any reason (including refusal, wrong address and unclaimed) will be refunded minus the Auspost return to sender fee of $10 plus a restocking fee of 20%.

WARRANTY CLAIMS

If a product has been deemed to be damaged or defective on arrival (upon investigation), we or our distributor/manufacturer (if applicable), will replace the product or part/s as deemed appropriate.

The warranty is void if damage to the product is caused by reasons other than the manufacturer’s defects/any problem that is caused by conditions, malfunctions or damage NOT resulting from defects in material or workmanship.

The warranty is void for any damage caused by the customer/owner modifying, attempting to fix or otherwise altering the product.

The warranty also does not apply to any damage to accessories or if this warranty is in any way tampered, altered or amended.

To obtain warranty service, you must first contact us to determine the problem and the most appropriate solution for you.

Toys

No toy is indestructible,  if your customer is unhappy with their purchase, as a retailer you will need to manage the return based on your policies. If the item to be returned is used, we cannot accept a change of mind return. We cannot accept returns for “change of mind” even if unused by your customer or if they are dissatisfied with their purchase. 

Making changes and cancelling an order

Please be aware that orders are processed in real-time. If you need to change your order, please notify our customer service representative immediately.

Shipping

We use partnered couriers for both business deliveries and drop-shipped orders. Please note that couriers do not ship to Po Boxes or Parcel Locker addresses.

Any items that are marked with an Authority to Leave will be left in a safe place if there is no one to sign for it. Unfortunately, we cannot accept responsibility for items that go missing if there is an Authority to Leave.

Refunds

Once we have received and inspected your return, we will notify you and let you know if the refund has been approved. If your return is approved, showing the return product is non-faulty, a restocking fee will be charged and you will receive a refund in the form of 90% original payment. Please keep in mind that it will also take some time for your bank or credit card company to process and post the refund. Please allow 3-5 business days for the refund to be fully processed.

If you have any further questions on how to do this please reach out to our customer support team at

Phone: 1300 157 708

Email: orders@petgopetsupplies.com.au

Address:
PO Box 605
Ermington NSW 1700
(If using AUSPOST for sending, please use this address for receipt.)

Suite 605
27 Betty Cuthbert Avenue
Ermington NSW 2115
(If using courier companies other than AUSPOST for sending, please use this address for receipt, otherwise the PO BOX will reject the delivery.)

Thank you for your understanding.

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