Refund policy

At Pet Bestie Store, we are committed to providing a transparent and reliable shopping experience. This policy explains the conditions under which returns, refunds, and exchanges are accepted.

1. 30-Day Return Policy

You may request a return within 30 days of receiving your item. To be eligible for a return, the product must be in its original condition, unused, unwashed, with tags (if applicable), and in its original packaging. Proof of purchase is required.

2. How to Start a Return

To request a return, please contact us at info@petbestiestore.com and include your order number and reason for return. Do not send items back without prior approval.

Approved returns must be sent to:

Pet Bestie Store
502/19 Hill Rd
Wentworth Point, NSW 2127
Australia

3. Return Shipping Responsibility

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

  • If the product is defective, damaged, or incorrect due to our error, we will provide a return shipping label at no cost to you.
  • If the return is due to change of mind, incorrect size selection, or preference, the customer is responsible for return shipping costs.

4. Exchanges

If you would like to exchange your item for a different size, colour, or alternative product, you must first return the original item at your own expense (unless defective or incorrect).

Once we receive and inspect the returned item, we will issue a store credit equal to the original product value. The store credit can then be used to place a new order.

Exchanges are subject to product availability at the time the new order is placed.

5. Refund Eligibility

Refunds are issued only after the returned item has been received and inspected. To qualify for a refund, the product must:

  • Be unused and in original condition
  • Be returned in original packaging
  • Include proof of purchase

If returned items do not meet these conditions, a refund may be refused or partially issued depending on product condition.

6. Refund Process

Once your return is received and approved, you will be notified by email. Approved refunds will be processed to your original payment method within 5 business days.

Please note that your bank or payment provider may take additional time to complete the refund transaction.

7. Refund Timeframes

  • Inspection and approval: 1–2 business days after receipt
  • Refund issuance: Within 5 business days after approval
  • Bank processing: Typically 2–7 business days depending on your provider

If more than 15 business days have passed since refund approval, please contact us.

8. Damaged, Incorrect or Lost Orders

If your order arrives damaged, incomplete, or incorrect, please contact us within 7 days of delivery. We may request supporting information such as photos to assess the issue.

If a shipment is confirmed lost or damaged in transit after investigation with the carrier, we will offer either a replacement or a full refund.

9. Non-Returnable Items

The following items are not eligible for return or refund:

  • Gift cards
  • Items returned in used condition or missing components not caused by our error
  • Products marked as final sale (if clearly indicated at time of purchase)

10. Additional Conditions

All returns, exchanges, and refunds are subject to inspection and must comply with this policy. We reserve the right to refuse returns that do not meet the stated conditions.

11. Contact Information

For questions regarding returns or refunds, please contact us:

Email: info@petbestiestore.com
Address: 502/19 Hill Rd, Wentworth Point, NSW 2127, Australia
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (Local Time)