Refund policy

1. 30-Day Return Policy

You have 30 days from the date you receive your item to request a return. To be eligible for a return, the item must be:

  • Unused and in the same condition as received
  • In its original packaging, with tags (if applicable)
  • Returned with proof of purchase (order confirmation or receipt)

2. How to Start a Return

To initiate a return, please contact us at info@petbestiestore.com and include your order number and reason for the return.

Returns must only be sent after approval and according to the instructions provided by our support team.

3. Approved Returns

If your return request is approved, we will provide detailed return instructions.

  • Defective or damaged products: If confirmed, we will cover the return shipping or provide an appropriate solution, such as a replacement or refund.
  • Change of mind or sizing issues: The customer is responsible for return shipping costs.

4. Exchange Conditions

If you wish to exchange an item for a different size, color, or another option:

  • The original item must be returned at the customer’s expense (for change-of-mind exchanges).
  • Once the returned item is received and inspected, we will issue a store credit equal to the product’s value.
  • The store credit can be used to place a new order for your preferred item.

5. Refund Policy Overview

Refunds are processed once a return is received, inspected, and approved. This ensures clarity and consistency regarding when and how refunds are issued.

6. Eligibility for a Refund

Refunds are issued only after we receive and inspect the returned item. The item must meet the following criteria:

  • Unworn or unused
  • In original packaging
  • Includes proof of purchase

7. Refund Process

Once your return is received and approved, you will be notified by email. The refund will be issued to your original payment method within 5 business days.

Please note that your bank or credit card provider may require additional time to process and post the refund.

8. Refund Timeframe

  • Inspection & approval: 1–2 business days after return receipt
  • Refund issuance: up to 5 business days after approval
  • Bank processing: 2–7 business days, depending on your provider

If more than 15 business days have passed since your refund was approved, please contact us for assistance.

9. Refunds for Damaged or Lost Orders

If your order was damaged, incomplete, or lost in transit, please contact us within 7 days of delivery (or expected delivery). We will investigate the issue with the courier and, once confirmed, offer a replacement or refund.

10. Non-Returnable / Non-Refundable Items

We do not accept returns or issue refunds for:

  • Gift cards
  • Items returned used, not in original condition, or with missing parts not due to our error

11. Contact Us

For any questions regarding returns, refunds, or exchanges, please contact us:

Email: info@petbestiestore.com
Address: 502/19 Hill Rd, Wentworth Point, NSW 2127, Australia
Phone: +61 491 735 029
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (local time)

Note: All returns, exchanges, and refunds are subject to inspection and compliance with this policy.