At MatesPetShop, we are committed to providing quality products and excellent customer service. This Refund & Returns Policy complies with Australian Consumer Law.
1. Change of Mind Returns
We accept change of mind returns within 14 days of delivery.
To be eligible:
The item must be unused
In original packaging
In resellable condition
Customers are responsible for return shipping costs for change of mind returns.
Original shipping fees are non-refundable.
Once the returned item is received and inspected, we will process the refund to the original payment method within 5–10 business days.
2. Faulty, Damaged or Incorrect Items
If your item arrives:
Damaged
Defective
Not as described
Incorrect
Please contact us within 7 days of delivery with clear photo or video evidence.
In accordance with Australian Consumer Law, you are entitled to:
A replacement, or
A refund
We will cover any reasonable return shipping costs for confirmed faulty or incorrect items.
3. Non-Returnable Items
We do not accept returns for:
Used items
Items damaged due to misuse
Normal wear and tear
Pet-related hygiene products once opened (for health and safety reasons)
4. Order Cancellations
Orders can be cancelled within 12 hours of purchase.
After this period, orders may already be processed and shipped and cannot be cancelled.
5. Refund Processing Time
Approved refunds are processed within 5–10 business days to the original payment method.
Processing times may vary depending on your financial institution.
6. How to Request a Return
To request a return, please contact us at:
Email: matespetshop@gmail.com
Order Number: (Required)
Include photo or video evidence if applicable.