Refund policy

If a parcel is stolen following an authorised safe drop, we recommend contacting your building management or local authorities for assistance.

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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
  • Where a return is accepted at Petso’s discretion for an item listed in this section, a 10% restocking fee may apply.

How to Contact Us

If you need assistance with a return or refund, please contact our friendly support team at:

πŸ“§ info@petso.com.au

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.

Packaging Condition Disclaimer

Minor Dents on Canned Products

Minor cosmetic dents on canned products (wet food, treats, etc.) that may occur during transit are not considered a product quality issue and are not eligible for refund or replacement. The contents remain safe for consumption as long as the can integrity is maintained.

A claim will only be considered if the can shows signs of:

  • Rust on the can surface
  • Severe deformation that compromises the seal
  • Puncture or leakage β€” visible food or liquid escaping from the can

If you believe your canned product has a genuine quality issue (rust, severe damage, or leakage), please contact us immediately at info@petso.com.au with your order number and clear photos of the affected item.

Vacuum-Sealed Cat Litter Packaging

Some cat litter products are vacuum-sealed to reduce shipping volume. During transit, it is normal for vacuum packaging to partially lose its seal or appear less compressed. This does not affect the product quality or performance of the litter.

Vacuum seal loss on cat litter is not eligible for refund or replacement. A claim will only be considered if the litter shows signs of:

  • Moisture damage β€” litter is visibly wet or damp
  • Unusual clumping β€” litter has clumped together before use
  • Contamination β€” foreign substances or unusual odour

If you notice any of the above issues, please contact us at info@petso.com.au with your order number and photos.