Refund policy
At Discount Pet Supplies, we want you and your pets to be happy with your purchase.
If you experience a problem with an item purchased from our store, please contact us so we can investigate and help find an appropriate solution.
Our Returns & Refunds Policy operates in accordance with the Australian Consumer Law (ACL).
Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged, defective, incomplete or significantly different from its description, please contact us as soon as reasonably possible.
When contacting us, please provide:
- Your order number.
- The name of the affected product.
- A description of the issue.
- Clear photographs or videos showing the problem, where applicable.
- Photographs of the original packaging if the product arrived damaged.
We will assess the issue and work with our supplier to determine the appropriate resolution.
Depending on the circumstances and your rights under Australian Consumer Law, this may include a repair, replacement, refund or another appropriate remedy.
Please do not dispose of a faulty or damaged product before contacting us, as the supplier may require photographs or an inspection to assess the claim.
Change of Mind Returns
We do not generally accept returns or provide refunds for change-of-mind purchases.
This includes situations where:
- You have changed your mind after placing an order.
- You have selected the wrong product or size.
- You no longer require the product.
- You have found the same product at a different price elsewhere.
Any exception to this policy is at our discretion and must be approved by Discount Pet Supplies before the product is returned.
Where a change-of-mind return is approved, the item must meet the applicable return conditions, including being unused and in its original condition and packaging.
Approved change-of-mind returns may be subject to return postage costs and applicable restocking charges, which will be explained before the return is authorised.
For health, hygiene and safety reasons, we generally cannot accept returns of opened pet food, treats, supplements or other products where the packaging has been opened or the product has been used, except where required under Australian Consumer Law.
Incorrect or Incomplete Orders
If you receive the wrong product or an order is missing an item, please contact us with your order number and details of the issue.
We will investigate the order with our supplier and arrange an appropriate resolution.
Where we have made an error, we will not require you to pay additional costs to correct it.
Damaged Deliveries
If your order arrives damaged, please contact us with photographs of the damaged product and packaging where possible.
We will investigate the issue with our supplier and arrange a suitable resolution in accordance with your consumer rights.
Please retain the product and packaging until we have advised you whether they need to be inspected or returned.
Returns Authorisation
All returns must be approved by Discount Pet Supplies before being sent back.
Please do not send products directly to Dropshipzone or any supplier without receiving return instructions from us.
If a return is authorised, we will provide the appropriate return instructions and advise whether the product needs to be returned to a supplier or another nominated location.
Returns sent without prior authorisation may not be identifiable or accepted by the supplier.
Refunds
Once a refund has been approved, it will be processed to the original payment method wherever possible.
Refund processing and the time it takes for the funds to appear in your account may depend on your payment provider or financial institution.
If a replacement or repair is more appropriate under Australian Consumer Law, we will discuss the available options with you.
Delivery Address Errors and Returned Parcels
Please check your delivery details carefully before completing your purchase.
If a parcel is returned to the supplier because an incorrect or incomplete address was provided, the parcel was unclaimed or delivery could not be completed, additional return or redelivery charges may apply.
We will contact you to discuss the available options, which may include arranging redelivery at an additional cost or processing an applicable refund.
Any deductions from a refund will be communicated before processing and will be subject to applicable consumer laws.
Australian Consumer Law
Our Returns & Refunds Policy does not exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.
You are entitled to consumer guarantees that cannot be excluded by law.
Where a product has a major failure, you may be entitled to choose a refund or replacement. For minor failures, we may be entitled to offer a repair or another appropriate remedy within a reasonable time.
Nothing in this policy limits your statutory consumer rights.
Contact Us
For assistance with a return, refund or product issue, please contact Discount Pet Supplies through our website's Contact Us page.
Please include your order number so we can assist you as quickly as possible.