Refund policy

1. Returns for change of mind
1. We are happy for you to return products for a change of mind in exchange for a refund or a different product under the following conditions:
1. the product must be returned within 14 days of purchase;
2. the product must be in saleable condition as determined by us in our discretion. Factors which we take into consideration include (without limitation) that all parts are returned, the original tags, labels and packaging are intact and attached and the item is unworn, unused and as sold.
3. proof of purchase is provided in a form acceptable to us; and
4. the product must have been purchased from our site.
2. Notwithstanding the above, we do not allow returns for change of mind in the following instances:
1. any order using Certegy or Afterpay;
2. any livestock item including without limitation fish or corals;
3. any special order products or services;
4. any product or service which is expressly stated to be not returnable for change of mind;
2. Faulty or defective products
1. We will facilitate returns of faulty or defective products in exchange for replacement products (or, where we are required by law, a refund) subject to the following conditions:
1. the product must be returned within any stated warranty period (or, if there is no warranty period, within a reasonable time);
2. proof of purchase is provided in a form acceptable to us; and
3. the product must be genuinely faulty or defective due to a manufacturer’s default
4. the product must not be damaged due to misuse, abuse or use other than as intended (including without limitation any damage caused by a pet or a failure to store the product in accordance with instructions).

3. Palatability Guarantee

1. If the super-premium food Product you choose is not palatable for your pet, you may return it within 14 days opened and used and exchange it for another Product of your choice subject to the following conditions:
1. at least ¾ of the contents of large bags or ½ of the contents of small bags must be remaining;
2. you will be required to pay any difference between the Products, if any.
3. any other terms and conditions in accordance with manufacturers terms and conditions.
4. How do I return an order?
1. All returns are processed through our return portal available here. Please follow the steps listed below to return any item:
   

   
   STEP 1. Print your label

   Download and print your return label. Here.

   STEP 2. Pack your products.

   Reuse the satchel or something similar to protect the products during the return process.  Please seal your parcel securely.

   STEP 3. Write a note and attach proof of purchase.

   Write a quick note explaining the reason for the return (eg, change of mind / faulty product. Include as much information as possible). Attach proof of purchase. Pack these documents with your products.

   STEP 3. Attach your label.

   Make sure you remove all existing labels from packaging and then tape the return labels securely to your parcel. Make sure the barcodes are clearly visible.

   STEP 4. Ship us the package.

   Drop off your parcel to your local Australia Post Office or Australia Post Red post box.
2. If we accept a return, we reserve the right to charge $10.00 shipping fee (which may be deducted from any refund or payable before a replacement product is shipped).
5. What happens if a product does not qualify for a return?
1. No credit will be provided where a product does not qualify for a return. We may, at our discretion, return an ineligible product to you at your cost.
6. What happens if I receive a damaged product, wrong order or short quantity?
1. Please contact us no later than 7 days from when you receive a damaged product, wrong order or short quantity, with a detailed description of the problem/damage, as well as your name, contact number or email and order number. We will then determine how best to resolve your problem.
7. What happens if I don’t accept delivery of the order?
1. If for any reason (not due to our fault) you do not accept delivery of your order then we may charge you an additional fee to cover reasonable additional direct costs incurred by us as a result (including additional insurance, storage, delivery or similar charges).
8. Loyalty Program.
1. Customers Must be members and provide a valid email address to qualify.
   
2. Customers that unsubscribe from PETQuarters communications will be excluded from the loyalty program, all points and accrued benefits will expire upon the member unsubscribing. Points and rewards may be re-initiated if the customer contacts PETQuarters to re-join the membership program via hello@petquarters.com.au.
3. Points and any loyalty rewards are non-transferable and cannot be redeemed for cash.
4. Loyalty program vouchers must be spent in one shop and cannot be split over more than one shopping instance, after which they expire.
5. One point is earned per dollar spent in categories defined by PETQuarters which may change from time to time, this is at the sole discretion of PETQuarters.
6. Points cannot be used to purchase Gift Cards or be accrued through gift card purchases.
7. Where a price match is made on a product it is at the discretion of PETQuarters to offer loyalty points or a progression in a loyalty "free Bag" campaign.
8. Any returns will void points and progression earned from the respective purchases.
9. Points are not earned on the shipping of online orders.
10. Points and campaign statuses for free bags expire after 6 months from a member's last purchase date, or at the sole discretion of PETQuarters.
9. Contacts us
1. If you wish to contact us in relation to a return, please use the below
2. Ph: 1300 583 555
   hello@petquarters.com.au

Effective: 24-01-24