Return and Refund Policy

POLICY Valid as of 25th of November, 2021

 

Returns/ Exchanges

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

For these purchases you can return your order for an exchange or store credit.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds For Returns (if applicable)

You can only return your order for a refund if the item is faulty or not as pictured on the website. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If an item goes outside the allotted shipping time received at checkout and on your order confirmation, a customer may be eligible for a refund. In this case the customer would still have to wait for the item to be received and then the item must be returned back in the original condition. Only then, once inspected by a Pampered Pet employee, would a refund be processed.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@thepamperedpet.com.au

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

If you are requiring an exchange for a different product or size please contact us
info@thepamperedpet.com.au and await further instructions.

Once again, you will only be eligible for an exchange if the above criteria is met.

On orders that had free shipping, a free exchange will be processed. This means that the customer is still responsible for the shipment cost of sending the item back to us however we will ship the exchange item, with us covering the shipping. The price may still increase if the item being replaced is of lesser value than the new item.

On orders that had paid shipping, the customer will be responsible for the cost of the shipment back and there will be a re-shipment fee on the return.

This will be relayed by one of our customer service reps.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund due to a faulty or not as pictured item, the cost of return shipping will be credited onto your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.