Damaged or Incorrect Goods
MyPetZone shall replace any product supplied that doesn’t match your order, upon return to MyPetZone of the incorrect product. We will refund return postage costs and will cover resupply delivery cost.
MyPetZone shall replace any damaged product (excluding packaging) upon return of the damaged product. We will refund return postage costs and will cover resupply delivery cost. Please notify us of damaged goods within 7 days.
Change of Mind Policy
You may be able to return your purchase from MyPetZone, but you must contact MyPetZone prior to returning the item. We unfortunately cannot accept returns if:
- The product has been removed from the original packaging or the labels have been removed.
- The product has become dirty or damaged.
- The product contains food or medication.
- The product was purchased on sale or using a coupon code.
- You received the product more than 14 days ago.
Restocking fee: No admin fee will be charged for change of mind returns. However, on orders over $60 (that received free or subsidized shipping) we may charge a restocking fee of 15% of the purchase price.
You must return the product at your own cost and you must comply with the directions for returning the product provided by our staff. The product will remain your responsibility during transit, and we do not accept any liability for any loss or damage which may occur during transit.
Warranty
MyPetZone shall honour its warranty requirements as defined under Australian consumer law. Please contact us with any warranty claims and we will organise pickup and replacement of the product, in accordance with the warranty conditions of the product’s manufacturer.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Order Cancellation
If you wish to cancel or modify your order, you must contact us immediately as orders will not be refunded once they have been dispatched from our warehouse.
Credit card/PayPal processing fees will be deducted from the refund of any cancelled order.
We do not accept cancellations for special order or backorder products, as these are acquired from the manufacturer on an as-needed basis, and these suppliers do not allow orders to be modified after submission.