Return Policy

At Pet Square, we strive to offer a smooth and transparent returns process. Please review the policy below before placing your order.

1. Goods Returned to Sender

If an order is returned due to:

  • Non-collection from a post office or courier depot
  • Refusal to accept delivery
  • An incorrect or incomplete delivery address provided by the customer

We will issue a refund or store credit, minus:

  • A 20% restocking fee
  • All shipping costs (original and return)
  • Credit card processing fees, which are charged by our payment processor and are non-refundable

If the return is due to an error made by Pet Square or our delivery partners, we’ll cover all fees and provide a full refund or replacement.

2. Change of Mind Returns

You may return eligible items within 14 days of delivery if you change your mind.

Conditions:

  • A 10% restocking fee applies
  • Original shipping fees and credit card processing fees are non-refundable
  • Return shipping fees are minused off the refunded amount
  • Items must be unused, in brand new condition, and in original packaging with all seals and labels intact

Change of mind returns will not be accepted if:

  • Packaging has been opened or tampered with
  • Seals or labels have been removed
  • The item is used, worn, dirty, or damaged
  • The product contains food or medication
  • More than 14 days have passed since delivery

3. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us immediately. We will replace or refund the item at no cost to you.

Warranty Claims

Pet Square complies with Australian Consumer Law and honours all warranty obligations.

  • Contact us with your order number and details (including photos, if possible)
  • If needed, we may request a return for inspection
  • If a product is confirmed faulty, we’ll organise a free replacement or full refund, including return shipping

Note: Warranty claims for toys or beds damaged by pets must show a manufacturing fault. These cases will be assessed by the manufacturer before any return or refund is approved.

4. How to Initiate a Return

Before returning anything, please contact us to ensure your return is eligible and approved.

You can reach us via:

Please include:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return

If you have a Pet Square account, you can also request a return online. Once we’ve reviewed and approved the request, we’ll provide return instructions and a return label if applicable.

If your return is in relation to a warranty claim or you have received a faulty or incorrect item, please contact us directly.

All returns should be addressed to:

Pet Square Returns
110 Levels Road
CAVAN SA 5094
Australia

5. Refunds and Store Credit

Once we receive and inspect your return:

Refunds to Credit Card:

  • Issued to the original payment method
  • May take up to 10 business days depending on your bank
  • Deducted fees include:

Prefer a Faster Option? Choose Store Credit

  • Instantly applied to your account
  • Can be used on any future purchase
  • No expiry
  • Recommended for quicker and more flexible resolution

6. Cancelling an Order

If you need to cancel your order, please contact us as soon as possible.

  • Orders cannot be cancelled once dispatched from our warehouse
  • If cancelled before dispatch:

7. Australian Consumer Law Compliance

Pet Square adheres to the Australian Consumer Law, which entitles you to:

  • A refund or replacement in the event of a major product failure
  • Repair or replacement for minor issues
  • Compensation for any reasonably foreseeable loss or damage

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

If you have any questions or need help with a return, please don’t hesitate to contact us via email (hello@pet-square.com) or live chat.

We’re here to help.