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.

2. Damaged or Faulty Goods

If your item arrives damaged or faulty, please contact us within 7 days of delivery at customer@petsuppliesempire.com.au to arrange a return. You may be required to provide photos of the damage for assessment.

In the event of a damaged or faulty item, we will offer one of the following remedies, in line with Australian Consumer Law:

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

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.

3. 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
  • Items returned without prior notification to our Customer Care Team

4. Returns Process

To return a product, follow these steps:

  1. Contact our Customer Care Team at customer@petsuppliesempire.com.au within 7 days of receipt of your product, providing your order number and details of the return.
  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.

5. Warranty and Manufacturer Returns

Some of our products come with a manufacturer's warranty. If your product becomes faulty outside of our returns period, please contact our Customer Care Team to obtain the manufacturer’s details. You will be responsible for any shipping costs to the manufacturer. If the manufacturer is unable to assist, we will do our best to provide additional support.