Refunds and Returns Policy

Refund Policy

This Refund Policy (“Policy”) applies to the following purchases: purchases through www.smartpetshop.com.au

1. General

(a) We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy”).
(b) Any benefits set out in this Policy may apply in addition to consumers’ rights under the Australian Consumer Law.
(c) Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

2. Australian Consumer Law

(a) Under the Australian Consumer Law:
(i) Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

For major failures with the service, you are entitled:
(a) to cancel your service contract with us; and
(b) to a refund for the unused portion, or to compensation for its reduced value.

(ii) You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

(b) We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
(e) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
(f) If a product or service you purchased from us has a major failure (as defined in the Australian Consumer Law), then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
(g) If a product or service you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law), then you may still be entitled to have the goods repaired or replaced.

3. Cancellation and Change of Mind

(a) In the event that you receive the products or services you have purchased, as stated, but that you simply change your mind, we may, at our discretion, offer you a refund or exchange, provided that:

(i) You notify us within 30 days of receipt.
(ii) In the case of services, the services have not already been performed.
(iii) The following conditions are satisfied:

  • The product must be unopened and in its original packaging.
  • We do not accept change of mind for health, safety, or pet-related products because we have a legal duty to prioritise the health and safety of our customers and their pets, and we cannot sell products that have been opened, handled, or used.
  • Not applicable to bulk purchases.
  • Return postage costs are your responsibility, and up to a 10% restocking fee may apply.

4. Products Damaged During Delivery

(a) In the event that the product you ordered has been damaged during delivery:
(i) Please contact us as soon as possible.
(ii) Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.

(b) We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 30 days from the date of receiving the product.

5. Exceptions

(a) Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement, or refund for a product or service purchased by you if:
(i) You misused the product in a way which caused the problem.
(ii) You knew or were made aware of the problem(s) with the product or service before you purchased it.
(iii) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
(iv) Any other exceptions that apply under the Australian Consumer Law.

6. Shipping Costs for Returns

(a) If a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the returned product back to us, as well as any cost of shipping any replacement product to you.
(b) If the returned product can easily be shipped, you are responsible for organising the return. If eligible for a repair, replacement, or refund under this Policy, we will reimburse you for reasonable postage costs.
(c) If the returned product is too large or heavy to be shipped by you, and is eligible for a repair, replacement, or refund, we will organise its collection at our cost.
(d) If we organise and pay for the return and the product is found not to be eligible for a repair, replacement, or refund, you will be required to cover these costs.

7. Response Time

(a) We aim to process requests for repairs, replacements, or refunds within 7 days of receipt.

8. How to Return Products

(a) Contact us at the details below to discuss a return.
(b) Refunds will be issued in the same form as the original purchase or to the original account.
(c) To be eligible for a refund, repair, or replacement, you must provide proof of purchase.
(d) Government-issued identification may be required to process a refund, repair, or replacement.

9. Contact Us

If you have any questions about this Policy, please contact us at:

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