At Pet Fresh, we’re committed to providing quality products and services to our customers across Perth and beyond. This policy outlines how we handle returns, refunds, and replacements in line with Australian Consumer Law (ACL). Our goods and services come with guarantees that cannot be excluded, and nothing in this policy limits those rights.
Faulty or Defective Products
If a product is faulty, unsafe, or not of acceptable quality, you may be entitled to a repair, replacement, or refund.
We ask that any issues be reported within 30 days wherever possible, however, claims beyond this timeframe will be reviewed on a case-by-case basis.
- Major Faults: You can choose between a refund or replacement.
- Minor Faults: We’ll offer a free repair, or if it cannot be resolved in a reasonable time, a refund or replacement will be provided.
Original packaging is not required, but proof of purchase is essential.
What’s Not Covered
We do not offer returns or refunds for:
- Change of mind, incorrect selection, or over-ordering.
- Quality issues caused by incorrect storage or misuse.
- Perishable or opened goods where the issue cannot be proven to have existed at time of purchase.
Product Storage Responsibilities
Proper storage is critical to maintain product quality:
- Raw Food must be kept frozen and consumed within 3–4 days of defrosting.
- Refrigerated Rolls must be kept chilled and not frozen (freezing voids warranty), and consumed within 3 days of opening unless otherwise stated.
- Biscuits should be stored in a cool, dry place, away from sunlight, and sealed after opening.
Returns will not be accepted for products stored incorrectly.
Proof of Purchase
All returns must include proof of purchase. This can include a receipt, online order confirmation, or transaction history. While we may store records in our system, it remains the customer’s responsibility to retain proof of purchase.
Condition of Returned Items
Some suppliers may require original packaging or labels for quality assurance. We’ll let you know if this applies on a case-by-case basis.
Return Shipping
- Pet Fresh Delivery Zone: Free return shipping on eligible quality claims.
- Third-Party Delivery Providers: Return shipping costs are the customer’s responsibility.
Event & Raffle Tickets
All ticket sales are final. Refunds are only offered if:
- The event is cancelled, or
- There is a significant change that prevents you from attending.
Grooming Services
Grooming appointments are covered by our Grooming Terms and Conditions.
- Refunds are not given for cancellations or no-shows due to change of mind.
- If the grooming service is not delivered with due care or skill, you may be entitled to a remedy under ACL.
Refund Details
- Refunds are issued to the original payment method only.
- Refunds exclude third-party service or processing fees.
- Refunds usually appear within 2–3 business days, depending on your bank.
Third-Party Products
If a product is from a third-party brand, different return conditions may apply. We can provide their policy upon request.
How to Lodge a Return
To request a return or report a quality issue, please email:
[email protected]
Include:
- Your name and contact details
- Order number and date of purchase
- Description of the issue (with a photo if applicable)
We’ll review your request promptly and aim to resolve it fairly.
