At Pet Supplies Empire we’re committed to offering our customers a fair go so we have in place a firm returns policy that protects our customers and their pets. If you change your mind about your purchase please notify us within 24 hours by contacting our Customer Care Team at firstname.lastname@example.org or by calling 1300 708 608. We will issue you with a store credit if your items have not been shipped out already. Please review the product descriptions and sizing guides/charts carefully to ensure you are purchasing the right product for your pet as returns cannot be accepted if the items have been opened or are the incorrect size for your pet. We will always try to come up with a fair and reasonable outcome for our customers so if for whatever reason you are not satisfied with your purchase please contact us and we will do everything we can to help.
Returns to Manufacturer
A number of products sold by Pet Supplies Empire may be eligible for a warranty from the manufacturer. If your product becomes faulty outside of our returns period we can provide you with the manufacturer’s details for you to pursue a refund or replacement of goods by contacting our Customer Care Team at email@example.com or by calling 1300 708 608. If you prefer, we can handle the return to the manufacturer on your behalf but please note that this service will incur a minimum administration fee of $35.00 and requires all freight costs to be covered by the customer. If the manufacturer is unable to assist you please contact our Customer Care Team and we will do our best to assist you further.
Damaged or Faulty Returns
In the unlikely event that your item arrives damaged or faulty, please do not return the goods without first speaking to our Customer Care Team on 1300 708 608 or via email at firstname.lastname@example.org. We will assist with organising your return and send out a replacement (if available) or store credit. You may be required to send us images of the damage for further assessment.
Any refund is made back to the payment option you chose with your original order. Please do not attempt to return the items before speaking to one of our specialists (you may be responsible for any associate expenses if you do so).
We will not refund or replace a product that you have bought and received where the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer’s instructions; using it in an abnormal way; or failure to take reasonable care.
Upon receipt of your return, we will process a credit note or exchange, depending on what you require. Returns by mail may take 2 weeks minimum to process and notification will be by email.