Refund policy
Returns & Refunds
At Autopet Australia, we want you to feel confident about your purchase. Please read our returns policy before ordering.
Change-of-mind returns
If you change your mind, please contact us within 30 days of delivery to request a return.
To qualify, items must be unused, in their original packaging, with all parts and accessories included, and in a condition suitable for resale.
Return postage for change-of-mind returns is at the customer’s expense. Please contact us before sending anything back so we can provide return instructions.
Used water bottles and toys
For hygiene reasons, we do not accept change-of-mind returns, refunds or exchanges on used water bottles or used dog toys, as these items cannot be resold.
This includes:
Water bottles, including The Bottle Buddy, that have been filled with liquid, drunk from, or used to offer water or food to a pet.
Detachable bowls that have been used for water, food or treats.
Dog toys that have been chewed, mouthed or otherwise used by a pet.
Washing or cleaning an item after use does not make it eligible for a change-of-mind return.
If your dog isn’t interested in an item, or it doesn’t suit your preferences after trying it, we cannot accept a change-of-mind return.
Faulty, damaged or incorrect items
If your item arrives damaged, is incorrect or develops a fault, please contact us at hello@autopetaustralia.com.au. Include your order number, a description of the issue and, where possible, photos or a short video.
We will assess the issue and arrange an appropriate remedy under Australian Consumer Law. For a major failure, you can choose a refund or replacement. For a minor problem, we may provide a free repair within a reasonable time. If the problem cannot be fixed within a reasonable time, further remedies are available.
We will cover reasonable return postage costs for confirmed faulty, damaged or incorrect items. You do not need the original packaging to make a faulty-product claim.
Dog toy wear and tear
Dog toys are not indestructible. Wear from normal chewing, or damage caused by misuse, does not automatically mean a product is faulty.
However, if a toy fails unexpectedly or does not perform as described, please contact us so we can assess it. This section does not limit your consumer rights.
How to request a return
Email hello@autopetaustralia.com.au with:
Your order number or proof of purchase.
The item you would like to return.
The reason for your request.
Whether the item has been used.
Photos of any damage or fault, where possible.
We aim to respond within 1–2 business days with the next steps.
Refund processing
Once your return has been received and assessed, we will confirm the outcome. Approved refunds are issued to your original payment method within 5–7 business days. Your bank or payment provider may take additional time to process the refund.
Contact Us
📧 hello@autopetaustralia.com.au
We're a small Aussie team and we read every message.