Returns and Refunds Policy

We offer a 14-day return policy for "change of mind." Our return policy allows customers to receive exchanges or refunds for items within 14 days of receiving them. Please refer to the guidelines below for more information on our return process.

Returns and Exchanges

To qualify for a return or exchange due to “change of mind”, the item must meet specific requirements:

• The item must be in its original condition, unsealed, unused, and undamaged, with tags and original packaging.
• You will need the original purchase receipt as proof of purchase.

Please note:

• The customer is responsible for covering the shipping costs for “change of mind” returns. All shipping costs for “change of mind” are non-refundable.
• The original shipping cost, which is the amount we paid to ship the item to you, will be deducted from your refund. This cost varies depending on the parcel's size and shipping location.
  
• We recommend using a trackable shipping method to ensure the safe delivery of the returned item.

To assist you with the process, please provide the following information via email to customer support:

• Order Number: Include the order number associated with your purchase.
• Item Details: Briefly describe the item you wish to return or exchange, including the item name, quantity, and variations.
• Reason for Return/Exchange: Specify the reason for the return or exchange.
• Supporting Images: If applicable, attach clear photos showing any defects or damage to the item.
• Contact Information: Provide your full name, email address, and phone number.
• Our customer support team will review your request and provide you with further instructions, including the return address.

Product Arrives Damaged

Please report the damage immediately: 

Provide a description: Include a brief description of the damage to the item or package.

Send Photos: Take clear photos of the following and send them to us: 

• the damaged items
• and shipping label

Send the details and photos to hello@petperson.au. Once we receive this information, we will work with the transport provider to address the issue. 

Preorders

Preorders are non-refundable and non-transferable. You have 3 days from the date of your purchase to request a refund. If you need to request a refund within this period, please contact customer support. Refunds cannot be issued beyond the 3-day grace period unless the order was unfulfilled.

Refunds and Exchanges

After we receive and examine your return, we will inform you if your refund or exchange has been approved. If approved:

• Refunds: Your original payment method will be automatically refunded within 10 business days.
• Exchanges: We will process the exchange and ship the new item to you. You will be responsible for any additional shipping costs.

Our customer support team can answer any questions or concerns regarding returns, refunds, or exchanges. Your satisfaction is important to us.