Return Policy

Australian Consumer Law Guarantees & Returns Policy

1. Australian Consumer Law Guarantees

All goods purchased from Pet Square come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:

  • A replacement or refund for a major failure
  • Compensation for any other reasonably foreseeable loss or damage
  • Goods to be repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure

Some products may also come with a manufacturer’s warranty. If applicable, please follow the process outlined in that warranty.

If you believe a product is faulty, please contact us as soon as possible at hello@pet-square.com and include proof of purchase. We may request:

  • Photographs of the product
  • That you return the item (at your cost) via post or courier for inspection

If the product is deemed defective, we will repair or replace it at no cost and reimburse return shipping.

If the product is not defective, we may return the item to you at your cost and no refund or credit will be issued.

Note: We cannot accept warranty returns for pet toys or pet beds damaged by an animal unless a manufacturing fault is confirmed. Such claims will be referred to the manufacturer.

2. Returns Policy

While we strive for accurate product descriptions, errors may occur. If an error is made by Pet Square, we will resolve it at no cost to you.

If you change your mind, you may return eligible items within 14 days of delivery for store credit or exchange.

2.1 Conditions for Change of Mind Returns

  • Subject to a 15% restocking fee (deducted from your store credit)
  • Return shipping with tracking and insurance is at your cost
  • Items must be in new, unopened condition, with all original packaging, labels, and seals intact

2.2 Returns Will Not Be Accepted If:

  • The product has been opened or removed from original packaging
  • Seals or labels have been removed
  • The item is used, dirty, or damaged
  • The item is perishable (e.g., food or medication), unless faulty or expired
  • More than 14 days have passed since delivery

Used, damaged, or soiled items will not be accepted. No credit or replacement will be issued for products that have been misused or incorrectly installed.

3. Initiating a Return

To request a return, email hello@pet-square.com with the following details:

  • Your order number
  • Details of the item(s)
  • The reason for return

We’ll assess your request and provide the next steps, including the correct return address.

If more than 14 days have passed since delivery, returns are only accepted if the product is deemed faulty.

4. Return to Sender Orders

If your order is returned to us due to non-collection, incorrect address, or refusal, a store credit will be issued minus:

  • $10 Return to Sender fee (charged by Australia Post)
  • 15% restocking fee

5. Limit of Liability

To the fullest extent permitted by law, our liability is limited to the remedies available under the Australian Consumer Law.
We are not liable for any indirect or consequential loss.