REFUNDS, RETURNS AND EXCHANGES

I've had a change of mind; can I receive a refund?

Absolutely. That's why people shop at Petbarn with confidence.

We'll be happy to refund any items you may have had a second thought about within 30 days of the purchase. We are happy to give a refund of the purchase price providing the item is in the original packaging.

Just keep in mind that a product that has been personalised, such as an identification tag that has been engraved, can't be returned, simply because it cannot be re-sold.

Can I exchange a product purchased online?

Yes, that's not a problem. Simply email us at [e-mail] or call 1300 655 896. So we can advise you on the best way to do so.

I'd like to return a product that was purchased online to my nearest Petbarn store.

Sure, just bring in the goods with your receipt to any Petbarn store. If you have lost your invoice you can contact our Customer Service team at [e-mail] or call 1300 655 896.

All refunds will be made using the same method of payment that you used to create the order.

How long do refunds take to process?

We want to make the refund process as easy as possible. Taking into account the time it takes for the returned goods to be received here at Petbarn, you can expect the refund to take place within 5-7 business days.

I can't find my receipt. Will my bank statement do?

While we can't use your bank statement as proof of purchase we can certainly use the purchase history of your Petbarn online account if you have one.

Is the delivery fee refundable on a returned product?

If Petbarn has made an error with your delivery (including the wrong item being delivered, a fault with the product, and if the product was damaged in transit) we will absolutely refund the delivery fee. No problem.

What are my rights under the Australian Consumer Law?

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 for 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.

Where a failure does not amount to a major failure, Petbarn is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to the Returns Centre will be borne by you.

For more details please see our Returns Policy.