Refund policy
At PetPA, we are committed to providing quality products to pet owners and their pets.
If any product you purchase from PetPA is found to be defective, or it does not meet your needs, PetPA will happily replace the product, or offer you a refund (excluding certain exceptions listed below). Products cannot be refunded whilst in transit to the customer.
Returns terms and conditions
There are certain products that cannot be returned due to a change of mind. These products are listed below.
If you change your mind about any other product you have purchased from us, you can return that product to us within 14 days of receiving the product. We will happily refund the original purchase price of that product, provided the product and packaging is unopened, unused, in its original condition, and in re-saleable condition (as determined by PetPA).
Some products cannot be returned due to health and safety regulations, including:
- Pet food
- Perishable products
- Products that need to be stored at air-conditioned temperatures (under 25°C)
- Products that are not in original condition or are not resaleable (e.g. used or opened packaging)
- Products that are marked on our website as "non-returnable"
- Prescription and compounded medications (see further information below).
We cannot offer refunds or exchanges on food, treats or any edible items due to strict health policies. Please make your selections carefully, and double check your order before submitting.
In exceptional circumstances, such as a pet passing away, we may consider returns of unopened and unused food items. Please contact us directly so we can assess the situation.
How to start a return
To initiate a return, please first ensure your request meets our returns policy. Then, email info@yourpetpa.com.au within 14 days of receiving the product. Include your name, contact details, invoice number, product details and reason for return.
We’ll then guide you through the next steps and help get your return started.
Any cost incurred by you in returning the product to PetPA, including shipping, will be borne by you. Refunds will generally be provided in the same form as your original payment.
Refund process
Refunds are usually processed once your return has been received and assessed. After approval, please allow a few business days for the refund to be processed, and additional time for it to appear in your account depending on your bank or payment provider. A refund will be issued back to your original payment method.
Please note, for change of mind returns, original shipping costs are not included in refunds.
Exchanges
We do not offer exchanges. If your item is eligible under our returns policy, you may return it for a refund instead.
Damaged or faulty products
If you received a damaged shipment or faulty product, please email photos of the damaged or faulty product within seven days of receipt to info@yourpetpa.com.au. Please include your invoice number and name, and we will work with you to resolve the issue.
We will typically cover the return shipping or provide a replacement at no cost to you once the issue is assessed.
Prescription medication returns
By law, prescription medications cannot be re-sold after they have left the pharmacy premises. As such, refunds are not available for medicines – including Compounding Pharmacy Medications.
Once they have been supplied by the pharmacist and dispatched, medication sales are all considered final. This is regardless of whether the item has been opened or not, or whether the medication is accepted by the pet or not.
As such, please take this into consideration when deciding on the quantity of medication to order.
If you require further assistance, please contact us by phone on 1300 473 872 or write to PetPA at 15 Ern Harley Drive, Burleigh Heads QLD 4220.