Refund Policy

Last updated: 1 July 2026

This policy applies to purchases from Aupets. Contact us at support@aupets.shop before returning any item.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major failure, you are entitled to choose a refund or replacement. If a product has a minor failure, we will provide a remedy such as repair, replacement, or refund within a reasonable time. Nothing in this policy limits your rights under the Australian Consumer Law.

Change-of-mind returns

In addition to your legal rights, we accept change-of-mind returns within 30 days of delivery if the item is unused, unopened where hygiene or safety seals apply, in its original packaging, and in resaleable condition. You are responsible for return shipping costs for change-of-mind returns.

Items that cannot be returned for change of mind

For health, hygiene, and safety reasons, we do not accept change-of-mind returns for opened food, treats, supplements, grooming products, bedding, toys, wearable pet items, or any product that has been used, washed, damaged, contaminated, or exposed to pets, unless the item is faulty or otherwise covered by Australian Consumer Law.

Faulty, damaged, or incorrect items

If your item arrives damaged, is incorrect, or appears faulty, email us at support@aupets.shop as soon as possible with your order number, a description of the issue, and clear photos or videos. We may assess the product before providing a remedy. If the product is confirmed to have a problem, we will reimburse reasonable return postage where required by Australian Consumer Law.

How to start a return

Email support@aupets.shop with your order number and reason for return. If your return is accepted, we will provide return instructions. Items sent back without contacting us first may not be accepted.

Refunds

Once we receive and inspect an approved return, we will notify you whether the refund is approved. Approved refunds are processed to the original payment method where possible. Your bank or payment provider may take additional time to post the refund.

Exchanges

The fastest way to exchange an item is to return the approved item and place a new order. For faulty or incorrect items, contact us and we will arrange the appropriate remedy.

Shipping fees

Original shipping fees are not refundable for change-of-mind returns. Where a product fails to meet a consumer guarantee, your remedy will be handled in accordance with Australian Consumer Law.

Contact

For returns and refunds, contact support@aupets.shop.