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Refund Policy

Your rights

If an item you purchased fails to work as it is advertised, you have the right to ask for a repair, replacement or refund under Australia law. The solution we provide will depend on the severity of the issue.

Nothing on this page limits any rights you have under Australian Consumer Laws.

Refunds

You are not entitled to a refund based on any of the following conditions:

  • You changed your mind
  • You found the item(s) cheaper elsewhere
  • You ordered the wrong item
  • You didn't like the purchase
  • Any similar reason to the above

Return Procedure

Before you attempt to return an item to us, you must take the following steps:

  • Check the item(s) for faults and damages.
  • record the damage(s) or fault(s) by photo and/or video.
  • Notify us of the issue by email at "info@directtopet.com.au".
  • Your email must include a full description as well as the photo and/or video.
  • You must provide proof of purchase including your order number.

Once your request has been approved, we will advise you of the next steps. If you send you item(s) back to us without following the steps above, you may be liable for extra shipping, handling, warehousing and admin fees.

We are not liable for faults and damages to your item(s) after delivery. These include faults and damages during assembly, disassembly, package removal or use.


Return postage

You may return an item if you notice that there is a problem with it. You are responsible for returning the item to us if it can be easily returned or posted. We might be able to provide you with reasonable return postage costs so please keep all your receipts.

Money Back Guarantee(s)

Our Money back guarantees are only available on selected products. The guarantee will be advertised on product pages to which they apply. 

You are not entitled to a money back guarantee if it violates any policies we have highlighted on this website. Please allow 7 business days for us to process any valid refunds. Your financial institution may also apply a processing period.

As we offer an online service, it is your responsibility to ensure you check the item description, color, size etc. before ordering with Direct To Pet.

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