Return & Refund Policy

Thank you for shopping with ozpetessentials.com.au. We value your trust and aim to deliver only the best for your pets. Please read our return and refund policy carefully.

DAMAGED, FAULTY, OR INCORRECT ITEMS

If your item arrives damaged, defective, or incorrect, we will gladly offer a replacement, store credit, or refund, depending on your preference and product availability. Please take note that we will need your assistance in establishing if a product reached you in a faulty condition, and we may ask you to provide a short video or picture of the product.

To make a claim, please contact us within 48 hours of delivery by emailing support@ozpetessentials.com.au with:

  1. Your order number
  2. Clear photos/videos of the product and packaging
  3. A brief description of the issue

We’ll respond quickly and guide you through the next steps.

NOTE: To qualify for a refund/replacement or store credit, a customer is obliged to assist ozpetessentials.com.au in finalising the claim by providing pictures/videos, etc, on time and as requested by ozpetessentials.com.au.

NON-RETURNABLE ITEMS

Due to hygiene and safety regulations, the following items cannot be returned under any circumstances:

  1. Opened or used pet food, treats, supplements, or any products.

  2. Used grooming tools or accessories

  3. Personalized or custom-made items

  4. Clearance or final sale items

CHANGE OF MIND RETURNS

We strive hard to source products from domestic and international suppliers that are of top quality and at the cheapest prices. As such, a return due to a change of mind leads to shipping and other costs that ultimately would force us to increase the cost of the products that we offer you.

Please choose your products carefully, as we are unable to offer refunds or exchanges if you simply change your mind or order the wrong item.

To mitigate this, we do not accept returns for a change of mind.

Exception to the above: In circumstances where you realise after placing an order that you have ordered the wrong colour or wrong product, please reach out to us asap and we will do our best to assist, as long as we have not dispatched the product.

RETURN SHIPPING FEES

  1.  If customers receive incorrect items, such as the wrong color, missing items, or badly damaged items, we will pay for return shipping charges and any pickup fees.

  2.  For any other reasons (approved by ozpetessentails.com.au) it will be at our discretion to provide a return shipping label.

REFUND TIMELINE

If approved, your refund will be processed within 5–7 business days. Funds may take additional time to reflect in your account, depending on your bank or payment provider.

NEED HELP?

Our customer support team is always ready to help.

📧 Email: support@ozpetessentials.com.au

📞 Phone: +61 433 218 935

🕘 Hours: Mon–Fri, 9 am – 5 pm AEST