Warranty Terms


The products we sell adheres to the rules and regulations established by the Australian Consumer Law.

When you received a defective item, regardless of the severity of the damage, you’ll be entitled to choose either a replacement, or a refund. Full compensation will be provided for a major failure and/or reasonably foreseeable loss of a missing part or product damage.

For items like furniture, non-consumables, and tech products, customer is entitled to have the item repaired, or request for a replacement if the product has been received by the customer in an unacceptable quality, and the damage doesn’t amount to a major defect.


Warranty coverage against product defects is provided given that product amounts to a major failure within 12 months from the date of purchase and are:

  • A reasonable consumer would not have purchased;
  • Significantly different from the description, sample or demonstration model, and can’t be fixed easily or within a reasonable time &
  • The product was exclusively purchased from PETSO with proof of purchase, and not from other stores.

If the customer is on the abovementioned condition, He or She is entitled for a:

1. Refund OR
2. Replacement. 

However, the above-limited warranties are not applicable for any of our products which have been altered by any person, dealer, or company without the express written authorization of PETSO.


If a customer wants to return defective or broken product/s with request to either refund or replacement, PETSO will cover the initial cost of shipping and/or posting the product back to our warehouse.

You may return new, unopened items fulfilled by PETSO within 14 days of receipt of delivery for a replacement or full refund of the price you paid for the item if you change your mind. Unless otherwise stated, original shipping fees for the said return will NOT be refunded. For full terms and conditions please visit our Return & Exchange page.

Some items have different policies and/or requirements associated for item returns out of change of mind. Products may range from used litter box, food bowls, worn pet clothes, other hygiene related items, and more.


Warranty claims are limited within 12 months from the date of purchase. If product is claimed to be defective, broken, and/or with missing parts, will be subjected to usage inspection courtesy of our customer support agent to ensure that usage of the item is done properly. All of the above are subject for interpretation especially if the reason why item had been defective or broken is caused by our end.


As long as the customer purchased the product that is sold by PETSO, and can provide a solid proof of purchase (receipts), he or she is eligible to get the warranty claim of the defective and/or broken item.
Fraudulent Orders

PETSO reserves the right to place temporarily on hold or cancel an order in the event that we have reasonable grounds to prove that the said order is fraudulent. In such circumstances, we will attempt to contact you, via email address you provided us, at the time of booking. We will also request you to either provide further proof of identify before we proceed with the order.

In the event we are not able to contact you or the information provided does not meet our minimum identification requirements, we may cancel the order with no liability or whatsoever.

Thanks for choosing - where your pet is our priority.