Refund policy
Refunds & Returns
At Petso, we want you to shop with confidence. We are committed to providing quality products and friendly service, and we comply fully with the Australian Consumer Law (ACL).
This policy outlines your rights under Australian Consumer Law, as well as Petso’s additional 14-day change-of-mind return policy.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a refund, replacement, or repair if an item:
- has a major fault
- is unsafe
- is not as described or differs significantly from images or information provided
- is substantially different from a sample or demonstration model
- cannot be repaired within a reasonable time
14-Day Change-of-Mind Returns
In addition to your rights under ACL, Petso offers a 14-day change-of-mind return on eligible items.
Eligibility
Change-of-mind return requests must be made within 14 days of delivery and meet the following conditions:
- the item is unused, unopened, and in original condition
- all original packaging, accessories, and seals are intact
- proof of purchase is provided
Items Not Eligible for Change-of-Mind Returns
- opened food, treats, litter, supplements, or hygiene products
- clearance or final sale items
- items damaged after delivery due to misuse or handling
- products damaged while opening the parcel with knives or sharp tools
For approved change-of-mind returns, return shipping costs are the responsibility of the customer.
Damaged or Faulty Items
We carefully check and securely pack all orders before dispatch. If your item arrives faulty or damaged during transit, please contact us so we can assist you.
Opening Your Parcel Safely
Sharp tools may accidentally damage the product inside. We recommend gently opening a small section of the carton by hand instead.
Damage caused while opening the parcel is not considered a manufacturing fault.
Reporting Transit Damage
If your order arrives damaged during delivery, please notify us within 48 hours of receiving the parcel.
Please include clear photos or videos showing:
- the outer carton
- internal packaging
- the damaged item
Once reviewed, we will arrange a refund, replacement, or repair in line with Australian Consumer Law.
Authority to Leave (ATL)
If you authorise a delivery driver to leave your parcel unattended (for example, at your door, lobby, or another nominated location), this is considered an Authority to Leave (ATL).
If a parcel is stolen following an authorised safe drop, we recommend contacting your building management or local authorities for assistance.
Delivery Communication
- Delivery drivers may contact you prior to arrival.
- If you are unavailable, you may authorise a safe drop.
- Delivery photos may be provided via courier tracking or email where available.
Heavy or Bulky Items
Some products, such as bulk or large items, may be heavy.
- You may request assistance from the driver, including the use of a trolley, where available.
- Delivery is made to a reasonable and accessible location.
- Please ensure the delivery area is safe and suitable for receiving heavy items.
When Refunds or Returns May Not Be Available
- damage caused by knives or sharp tools when opening parcels
- loss or theft after an authorised ATL delivery
- change-of-mind requests made outside the 14-day period
- opened or used consumable products
- damage occurring after delivery due to misuse or improper handling
- requests submitted without sufficient supporting information
How to Contact Us
If you need assistance with a return or refund, please contact our friendly support team at:
Please include your order number and any relevant photos or details so we can assist you as quickly as possible.
This policy is provided in accordance with the Australian Consumer Law. For more information about your consumer rights, please visit www.accc.gov.au.
