Shop4Pets Returns Policy

It is very important that you make contact with our Shop4Pets team via email regarding your returns.  You can do this by emailing us on, so that we can issue you with the correct return process and procedure.  Simply contact us and we can try to assist you in the best possible way to ensure that you have a pleasant online shopping experience.


Returns and Refunds

We will be happy to accept returned, unopened merchandise within 14 days of receipt, in it’s original condition with packaging intact. We will endeavour to refund you swiftly, after your return has been received and is in original condition. Any freight costs and additional handling fees incurred to return the product will be at your own expense.

  • We cannot offer refunds or exchanges on food, treats or edible items that are opened due to strict health policies.
  • Please ensure that you contact us to seek prior approval before returning the goods, to ensure our team is aware of the incoming return.
  • Shop4Pets will not be liable for any losses or damages to goods returned by you.
  • If we have made an error with shipping, please contact us and we will arrange for the problem to be resolved at our cost. However, shipping costs are non-refundable for any unclaimed or returned packages where shipping has been fulfilled as promised.
  • Items that have not been returned after 14 days may not qualify for a refund, or may incur an extra handling fee.


Faulty or Defective Products

When a product is damaged, claims must be made by notice in writing to us and with clear pictures of the damage to the product within 14 days of receipt. If a claim is not made as stated your claim will be rejected. 

  • If the damaged product is obvious at the time of delivery, you must write a note on a delivery docket i.e. "Damaged item(s)" and notify our office within the specified time frame (within 14 days), otherwise we will not accept any damaged items for refund or replacement.
  • If the product has been damaged through abnormal use: Unfortunately, neither Shop4Pets nor the manufacturer can offer a refund or replacement where the product has sustained damage due to abnormal use as identified by Shop4Pets, the manufacturer or their agent. If repair is possible, it would be at your direction and cost.
  • When a product is faulty, and once assessed by the Shop4Pets team, manufacturer or agent, to determine whether it is a minor or major fault, the item will either be replaced or returned for a full refund.  The reporting of faulty items must be made within 30 days.  No replacement/refund will be given after this period.


How to Return a Product

  • Please email with your name, contact details and invoice number and description of the product being returned to arrange return of the product.
  • Where the product is damaged at the time of delivery please provide evidence by supplying photographs of the damaged product to, within 14 days.
  • Shipping costs will be covered by Shop4pets in returns relating to damaged or faulty goods. For all other returns the cost will be borne by you.
  • If you require further assistance please contact us on the following either by phone, email or in writing:

Unit 4 / 6-16 Cessna Drive Caboolture, 4510, QLD, AUSTRALIA 
Tel: 1300 352 796


Your rights as a customer under Australian Consumer Law

"Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure."

Where a failure does not amount to a major failure, Shop4Pets is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to Shop4Pets will be borne by you.

Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Shop4pets adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The timeframes set out in this policy are considered fair and reasonable given the types of products sold.

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