Refund Policy

We stand behind our products and want you and your pets to be happy. That’s why we offer a 60-day money-back guarantee. Below are the details of our return and refund process, including specific rules for Australia and New Zealand.

60-Day Money-Back Guarantee

If you are not completely satisfied with your purchase, you may return or exchange your Pet Snacks product(s) within 60 days of the purchase date for a full refund or exchange.

Return Eligibility Requirements

To qualify for a refund or exchange, returned product(s) must:

  • Be at least 80 percent full
  • Be in their original packaging and condition — not chewed, damaged, or unsanitary
  • Not be part of a bundle (bundled items are excluded from this policy)
  • Sale items are only eligible for store credit or exchange, not refunds
  • Return Shipping Rules

Australia

  • We will provide a prepaid, trackable return label for eligible returns
  • Shipping fees paid at checkout are non-refundable

New Zealand

  • If the return is due to a packing error (e.g., incorrect item sent), we will provide a prepaid return shipping slip at no cost to you
  • For all other returns (including change of mind, product dissatisfaction, or subscription cancellations), customers are responsible for paying return postage at the post office

Faulty or Incorrect Products

If your product is faulty, missing, or differs significantly from what was described:

  • Contact us immediately with your order details
  • We may ask you to return the product for inspection
  • If confirmed faulty, you will receive a full refund, store credit, or replacement, including return shipping costs (AU: return label / NZ: prepaid slip)
  • If not faulty, or if damage is due to misuse or normal wear and tear, the return may be refused or partially refunded

How to Initiate a Return

  • Email support@petsnacks.com.au with your order number and request details
  • If eligible, we’ll provide instructions and, if applicable, a return label
  • Package your return securely, include the order card if available, and attach the label
  • Use the tracking number to monitor your return
  • Once received, we aim to process returns within 2 business days and notify you by email

Refunds & Exchanges

  • Refunds will be credited to your original payment method for eligible, non-sale items
  • Sale items are only eligible for store credit or exchange
  • Afterpay customers must continue instalments until the return is finalised, after which Afterpay will adjust or cancel remaining payments

General Terms & Rights

  • This policy may be updated from time to time, and the terms in effect at the time of purchase will apply
  • Nothing in this policy affects your statutory consumer rights under Australian or New Zealand law