Refund policy
Last updated: 28 June 2026
This Returns and Refunds Policy applies to purchases made from www.thepetgoods.com.au, operated by Ecommerce Advisory Group Pty Ltd, ABN 16 689 668 371, trading as The Pet Goods.
We want you to shop with confidence. Please read this policy carefully before placing an order, as it explains how returns, refunds, damaged items, faulty products and change-of-mind returns are handled.
1. Contact details
Store: The Pet Goods
Operated by: Ecommerce Advisory Group Pty Ltd
ABN: 16 689 668 371
Email: info@thepetgoods.com.au
Phone: 1300 539 211
Mailing address: 40 Montana Street, Glen Iris VIC 3146, Australia
2. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law or any other applicable law that cannot be excluded, restricted or modified.
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. If a product has a major failure, you may be entitled to reject the product and choose a refund or replacement. If a product has a minor failure, we may be entitled to provide a repair, replacement or refund within a reasonable time.
You may also be entitled to compensation for any other reasonably foreseeable loss or damage caused by a failure to comply with a consumer guarantee.
3. Change-of-mind returns
We offer 30-day change-of-mind returns on eligible items, provided the return is approved by us before the item is sent back.
To be eligible for a change-of-mind return, the item must be:
- Unused;
- Unopened, where applicable;
- Clean and free from pet hair, odour, marks or damage;
- In its original packaging with all tags, labels, accessories, manuals and parts included;
- In a resaleable condition; and
- Returned within 30 days of delivery.
For hygiene and safety reasons, we cannot accept change-of-mind returns for items that have been used, opened, worn by a pet, soiled, washed, damaged, altered, assembled, or are no longer in resaleable condition.
This does not limit your rights under Australian Consumer Law if an item is faulty, damaged, unsafe, incorrectly supplied or not as described.
4. How to request a change-of-mind return
To request a return, please email us at info@thepetgoods.com.au with:
- Your order number;
- Your full name;
- The item you would like to return;
- The reason for the return; and
- Clear photos showing the item and packaging condition.
Please do not send any item back until your return has been reviewed and accepted by us. Items returned without approval may not be accepted or processed.
5. Return shipping costs for change-of-mind returns
For approved change-of-mind returns, return shipping costs are the customer’s responsibility.
You are responsible for arranging and paying for the return postage, including tracking. We strongly recommend using a tracked postal or courier service, as we are not responsible for returned items that are lost, delayed or damaged in transit.
Original shipping charges are not refunded for change-of-mind returns unless required by law.
6. Refunds for approved change-of-mind returns
Once your approved return is received and inspected, we will notify you by email whether the return has been accepted.
If accepted, your refund will be processed to your original payment method. Please allow time for your bank, card provider or payment provider to process the refund after it has been issued.
We may refuse or reduce a refund if the item is returned used, opened, damaged, incomplete, missing packaging, affected by pet hair or odour, or otherwise not in resaleable condition.
7. Faulty items
If you believe an item is faulty, please contact us as soon as possible at info@thepetgoods.com.au.
Please include:
- Your order number;
- A clear description of the issue;
- Photos showing the fault; and
- A short video showing the issue, where relevant.
Please do not dispose of the item or packaging until we have reviewed your claim, as we may require additional information, photos, video evidence, return of the item, or supplier/carrier assessment.
We will assess faulty item claims in accordance with Australian Consumer Law. Depending on the issue, the available remedy may include repair, replacement, refund or another suitable solution.
8. Damaged items on arrival
If your item arrives damaged, please contact us at info@thepetgoods.com.au within 24 hours of delivery so we can assess the issue and lodge any required carrier or supplier claim promptly.
To help us process a damaged-on-arrival claim, please provide:
- Your order number;
- A clear description of the damage;
- At least 3 clear photos showing the outer packaging, inner packaging and damaged item; and
- A video of at least 12 seconds showing the outer packaging, inner packaging and damaged item.
The photos and video help us verify the condition of the parcel, packaging and product, and may be required by our delivery partners, suppliers or fulfilment partners.
If the damaged item claim is accepted, we will arrange a suitable remedy in accordance with Australian Consumer Law. This may include a replacement, refund or another appropriate solution, depending on the circumstances and product availability.
Reporting damage outside the 24-hour timeframe may limit our ability to verify damage in transit or lodge a carrier claim, but this does not limit any rights you may have under Australian Consumer Law.
9. Incorrect items
If you receive an incorrect item, please contact us at info@thepetgoods.com.au as soon as possible with your order number and clear photos of the item received, including any product label, barcode or packaging.
If we confirm that the wrong item was supplied, we will arrange a suitable solution, which may include replacement, return instructions or refund where appropriate.
10. Items not eligible for change-of-mind return
The following items are generally not eligible for change-of-mind return unless they are faulty, damaged, incorrectly supplied or otherwise fail to meet a consumer guarantee:
- Items that have been used, opened, worn, washed, assembled or altered;
- Items with pet hair, odour, marks, stains, scratches or signs of use;
- Hygiene-sensitive pet products;
- Grooming items, brushes, combs or similar products that have been opened or used;
- Beds, blankets, mats, carriers or soft goods that have been used by a pet;
- Chew toys, lick mats, feeding accessories or enrichment items that have been opened or used;
- Clearance, final sale or discontinued items, unless required by law;
- Gift cards; and
- Products that are no longer in original packaging or resaleable condition.
11. Multiple fulfilment partners and supplier-dispatched orders
The Pet Goods uses multiple fulfilment procedures to supply orders efficiently. Some products may be dispatched from our own fulfilment network, while others may be sent directly to you by one of our trusted suppliers, fulfilment partners or premium retail partners on our behalf.
Your contract of purchase remains with The Pet Goods, operated by Ecommerce Advisory Group Pty Ltd, even where an item is dispatched directly by a supplier, fulfilment partner or retail partner.
Because different products may be fulfilled from different locations, orders containing multiple items may arrive in separate parcels and at different times.
12. Shipping, processing and delivery estimates
Orders are generally processed within 48 hours, excluding weekends, public holidays and peak trading periods.
Estimated delivery time is generally 7 to 12 BUSINESS days after processing, depending on the product, delivery location, fulfilment partner, carrier and other factors outside our control.
Business days are Monday to Friday and do not include weekends or public holidays.
Shipping timeframes are estimates only. While we make reasonable efforts to dispatch and deliver orders promptly, delivery delays may occur due to carrier delays, supplier dispatch times, public holidays, weather events, customs or freight delays, incorrect delivery details, peak periods, or other circumstances outside our control.
13. Lost or delayed parcels
If your parcel appears delayed or missing, please contact us at info@thepetgoods.com.au with your order number so we can review the tracking information and, where appropriate, raise an enquiry with the carrier or fulfilment partner.
We may need to wait for the carrier or fulfilment partner to complete an investigation before confirming the next steps.
14. Refused deliveries and incorrect addresses
You are responsible for providing a complete and accurate delivery address at checkout.
We are not responsible for delays, failed deliveries, returned parcels or additional charges caused by incorrect, incomplete or outdated delivery information provided by the customer.
If a parcel is returned to sender due to an incorrect address, refusal to accept delivery, failure to collect, or other customer-related delivery issue, additional postage or handling fees may apply before the item can be resent.
15. Exchanges
We do not guarantee direct exchanges for change-of-mind purchases, as stock availability may change.
If you would like a different item, size or colour, please contact us first. In many cases, the fastest option is to place a new order and request a return for the original eligible item.
16. Refund processing times
Once a refund has been approved and processed by us, the funds will be returned to your original payment method.
Refund processing times vary depending on your bank, card provider or payment provider. We are not responsible for delays caused by third-party payment processors or financial institutions.
17. Returns address
Please do not send returns to our mailing address unless we specifically instruct you to do so.
Because we use multiple fulfilment procedures and partners, the correct return address may vary depending on the product. We will provide return instructions after your return request has been reviewed and accepted.
18. Contact us
For return requests, damaged items, faulty items or refund enquiries, please contact us:
The Pet Goods
Operated by Ecommerce Advisory Group Pty Ltd
ABN: 16 689 668 371
Email: info@thepetgoods.com.au
Phone: 1300 539 211
Mailing address: 40 Montana Street, Glen Iris VIC 3146, Australia