Refund policy

Returns & Refunds Policy — Pet1st

Last updated: [28/03/2026]

At Pet1st, we want you to feel confident shopping with us. If something isn’t right, we’re here to help. This policy explains how returns, refunds, and replacements work.

1. Return Eligibility

We offer a 14‑day money‑back guarantee on items returned in original, unopened, unused condition.

To be eligible for a return:

The item must be unused and in its original packaging
All accessories, manuals, and components must be included
The return must be requested within 14 days of delivery

Return postage is the customer’s responsibility. We recommend using a tracked service, as the item remains your responsibility until received.

2. How to Return an Item

Contact us to request the return address.
Send the item back within 14 days of approval.
Once we receive and inspect the item, we’ll process your refund or replacement.

Photos may be requested for faulty or damaged items.

3. Restocking Fee

A 25% restocking fee may apply if items are:

Opened
Used
Incomplete
Worn
Damaged
Not in original packaging

We may refuse returns that do not meet our return conditions.

4. Refunds

4.1 Refund Method

Refunds are issued to the original payment method:

Credit card refunds return to the same card
PayPal refunds return to the same PayPal account

Please allow standard bank processing times for the refund to appear.

4.2 Incorrect or Wrong Items

If you receive the wrong item, please notify us within 48 hours with photos. Incorrect items must be returned in original condition before replacements are sent.

5. Faulty or Damaged Items

If your item arrives damaged or develops a fault, please contact us with photos. We will assess the issue and advise whether:

A replacement
A repair
Or a refund

is appropriate under Australian Consumer Law.

6. Warranty Claims

Some products may include a manufacturer warranty. In some cases, you may be required to deal directly with the manufacturer. Return freight for warranty claims is the customer’s responsibility unless required otherwise by law.