Refund policy

At Autopet Australia, we want you to feel confident shopping with us. If something is not right with your order, please contact us and we’ll do our best to help.

Change of Mind Returns

We understand that sometimes you may change your mind.

Autopet Australia accepts change of mind returns within 14 days of delivery, provided that:

The item is unused, unopened, and in original condition
The item is returned in its original packaging
The item has not been chewed, scratched, washed, damaged, or used by a pet
Proof of purchase is provided
The return is approved by us before being sent back

Return shipping costs for change of mind returns are the customer’s responsibility.

Once we receive and inspect the returned item, we will notify you of the outcome. If approved, your refund will be processed back to your original payment method.

Original shipping costs are non-refundable for change of mind returns. Items returned in used, damaged, opened, or unsellable condition may not be accepted.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible at:

Email: hello@autopetaustralia.com.au

Please include:

Your order number
A description of the issue
Clear photos or videos of the product, packaging, and shipping label

Once we review your request, we may offer a replacement, refund, or other suitable solution.

Items That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns on used pet products, opened items, or items that have been chewed, scratched, worn, washed, or damaged after delivery, unless the product is faulty or does not meet consumer guarantees.

This may include:

Used drink bottles or bowls
Used bath brushes
Used dog toys
Opened air fresheners
Opened magnets or accessories

Return Shipping

For approved change of mind returns, the customer is responsible for return shipping costs.

For faulty, damaged, or incorrect items, we will work with you to provide a fair solution in line with Australian Consumer Law.

Please do not send items back without contacting us first, as returns must be approved before being posted.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If your refund is approved, it will be processed back to your original payment method. Please allow time for your bank or payment provider to process the refund.

Original shipping costs are generally non-refundable for change of mind returns.