Refund policy

Pet Supplies Empire Returns and Refunds Policy

At Pet Supplies Empire, we are committed to providing you with high-quality products and excellent customer service. If you are not completely satisfied with your purchase, we’re here to help. Please read our policy carefully, particularly regarding hygiene and product safety.

1. Change of Mind Returns

If you change your mind about your purchase, you must notify us within 14 days of receiving the item by contacting our Customer Care Team at customer@petsuppliesempire.com.au.

If the item has already been shipped, you can return it at your own cost, and we will process a refund (minus a 15% restocking fee), provided the item meets the following conditions:

• The product is unopened, unused, and in its original packaging.
• The item is in re-saleable condition.

2. Hygiene and Safety Restrictions

For health, hygiene, and safety reasons, the following items cannot be returned for change of mind once opened, used, or removed from their original packaging:

• Pet bedding, blankets, cushions, and soft furnishings
• Aquarium filters, filter media, and cartridges
• Aquarium equipment that comes into contact with water (e.g. heaters, air stones, pumps)
• Grooming tools and personal care items (e.g. brushes, clippers, shampoos, dental care, parasite treatments)
• Food, treats, supplements, and edible products
• Litter, litter trays, and waste disposal products
• Collars, harnesses, leashes, muzzles, and wearable accessories
• Feeding bowls, water dispensers, bottles, and pet fountains
• Toys and enrichment products that have been used or chewed
• Small animal, bird, or reptile accessories that come in direct contact with pets (e.g. perches, nesting material, hides)

We strongly recommend reviewing product descriptions, specifications, and size guides before making your purchase, as incorrect sizing or suitability will not be accepted for return if the product has been opened, used, or comes under the categories above.

3. Damaged or Faulty Goods

If your item arrives damaged or faulty, please contact us as soon as you notice the problem at customer@petsuppliesempire.com.au to arrange a return. You may be required to provide photos of the damage for assessment.

If your item was damaged in transit, please tell us within 7 days of delivery. Carriers set short deadlines for damage claims, and late reports make it harder to show the damage happened in transit.

The Australian Consumer Law does not set a fixed deadline, but reporting a problem promptly matters. Your right to reject goods lasts for a reasonable time, which is shorter for consumable items such as food, treats and litter. Delays in reporting can affect which remedy is available.

In the event of a damaged or faulty item, the remedy depends on the fault, in line with Australian Consumer Law. For a major fault you can choose:

• Replacement of the item (subject to availability)
• Full refund to your original payment method
• Store credit if preferred

For a minor fault, we may choose to repair the item or replace it.

We will cover any shipping costs associated with the return of damaged or faulty goods. Do not return the item without first contacting our Customer Care Team, as we cannot refund shipping costs if the return was unarranged.

4. Exclusions for Returns

Please note that we will not provide refunds or replacements in the following circumstances:

• Normal wear and tear or damage due to misuse
• Failure to follow manufacturer’s instructions
• Products that are not fit for purpose due to incorrect use or lack of care
• Change of mind items returned without prior notification to our Customer Care Team

We assess all items claimed as faulty or damaged before we provide a remedy, and we may ask you to return the item for inspection. We may decline a claim where our assessment shows the problem was caused by misuse, accident, neglect, abnormal use, or not following the manufacturer’s instructions. We may also decline a claim where the item’s condition does not match the reported fault, for example an item reported as damaged on arrival that shows signs of extended use or wear.

For food, treats, litter and other consumables, please keep the remaining product and original packaging, including the batch number and best before date. We may be unable to assess a claim without them.

5. Returns Process

To return a product, follow these steps:

1. Contact our Customer Care Team at customer@petsuppliesempire.com.au with your order number and details of the return. For change of mind returns, contact us within 14 days of receipt. For damaged or faulty goods, contact us as soon as possible.
2. We will provide instructions on how to return your item.
3. If eligible, returns must be securely packaged to prevent damage during transit.
4. Return shipping costs for change of mind returns are the responsibility of the customer.

Please note that returns by mail may take up to 2 weeks to process. Once received, we will issue your refund (less any restocking fees) or store credit within 2 business days.

6. Warranty and Manufacturer Returns

Some of our products also come with a manufacturer’s warranty. This is in addition to your rights under the Australian Consumer Law, not instead of them. If a product develops a fault, contact our Customer Care Team first and we will assess it. You can also contact the manufacturer directly under their warranty if you prefer.