RETURNS

14-Day Returns

We offer a 14 Day Change of Mind Return Policy, from receipt of delivery.

What is “Change of Mind"?

A change of mind may include, but is not limited to, purchases where:

  • No defect is apparent
  • You chose the wrong colour/size/product
  • You believe the item to be unsuitable for your needs
  • Your personal opinion of the quality
Refunds

Refunds on Change of Mind returns will be issued as store credit (minus the initial shipping costs, irrespective of free or discounted shipping promotion, and minus a 15% restocking fee). Store credit will be valid for use within 6 months.

We’ll be happy to accept returns of products that have not been opened, is undamaged, has all original packaging and are in new ‘saleable’ condition.

  1.  Products must be returned in their original packaging, along with all included accessories, be in new condition suitable for resale, and must not have been damaged during the time the product is in your possession, including up until we receive the product.
  2. The product must be returned to us within 10 business days of your request to return your product.
  3. Care must be taken when returning goods, we do not accept any liability for any loss or damage which may occur during transit.
Returns Process

To initiate a return:

    1. Email us at hello@petsby.au with the order details and the reason for return
    2. Our support team will review your request within 1 – 3 working days.
    3. If your return is approved, you will receive further instruction on how to return your items. Please note you will be responsible for the cost and risk of returning goods, including the cost of return shipping.  Care must be taken when returning goods, we do not accept any liability for any loss or damage which may occur during transit. If the item is not received by us, you will not be eligible for a credit or exchange. We recommend you insure high value items that you return for peace of mind.
    4. Once we have received your item(s), refunds will be issued as store credit to be used within 6 months (minus the initial shipping cost and 15% re-stocking fee)

Please do not attempt to return item(s) without following the process above to obtain your return number from our support team. Otherwise, we will not be able to identify your parcel and process your return.

Wrong item delivered

If we have accidentally ship the wrong item to you or If you have received an incorrect item, please let us know as soon as you can – ideally within 3 business days of receiving your delivery. We will send you the correct item and arrange for the return of the incorrectly shipped item (at no cost to you)

Return of Faulty or Damaged Products

In the event that you receive an item that has been damaged in transit, missing a part or not functioning please contact our customer service team via our contact form or email hello@petsby.au as soon as possible.  For more information, please refer to Warranty section below for further information.

WARRANTY

Manufacturer’s Warranty

Many of our products are sold with a manufacturer’s warranty in the event of major failure within the warranty period.  We generally offer a 12-month warranty on all products unless specified. (Except all electronic devices which carry a 3 month manufacturers warranty)

The Warranty policy does not cover:

  • Normal wear and tear
  • Damage arising from improper assembly, modification or installation
  • Damage arising from abnormal use or abuse
  • Damage, wear and tear as a result of improper or lack of maintenance and/or care
  • Rust, mould or any damage as a result of weather conditions
  • Damage to external or product packaging only
  • Insignificant minor variations in dimensions, colour, grain or finish
  • Insignificant minor imperfections or superficial blemishes

Customers are responsible for following the instructions and advice given by the manufacturers. Warranty is not transferrable.

Faulty or Damaged in Transit Products:

All claims need to be sent to us via our contact form or our email hello@petsby.au to help process your claim faster, we ask that the following is included in the claim email:

  • Order Number
  • Images/Video clearly showing fault (if applicable)
  • Images/Video clearly showing goods in the original packaging (if applicable)
  • Please do not dispose of items before contacting us as we may request the item be returned (at no cost to you)
  • Once assessed and approved by our customer support team, you will be contacted to proceed with the return, refund or replacement process.
Missing or Damaged Parts

Please contact us via our contact form or email hello@petsby.au.  Include your order number, along with any photos or videos clearly illustrating the problem. If the part is shown in the manual please reference any part numbers.

In most cases we will either replace any missing or damaged part or replace the entire product where necessary. In the event this is not possible we may offer the option of return for a refund at our discretion. Where an item is to be returned we will provide a postage label for this purpose (for items that can be sent by post) or arrange for courier collection (for larger items). All items must be suitably packaged for return shipping, in the event you no longer have the original packaging you may source a suitable alternative, we will ask you for the  package dimensions and weight to enable the collection to be booked.