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Return and Refund Policy

At Pets Area, we are committed to ensuring your satisfaction with every purchase. If you are not entirely happy with your order, our return and refund policy is designed to assist you.

1. Change of Mind Returns

If you decide to return a product due to a change of mind, please note the following conditions:

• Eligibility: Returns must be initiated within 30 days of the purchase date.

• Condition: The item must be in its original condition, unused, unwashed, and with all original tags and packaging intact.

• Proof of Purchase: A valid proof of purchase, such as a receipt or order confirmation, is required.

Please Note: Certain items are not eligible for change of mind returns, including:

• Perishable Goods: Such as our homemade pet bakery treats.

• Personalized Products: Items that have been customized to your specifications.

This policy aligns with industry standards, as many retailers do not accept change of mind returns for perishable goods.

2. Faulty or Damaged Products

If you receive a product that is faulty, damaged, or not as described, please contact us within 30 days of receipt. We will assess the issue and, if applicable, offer one of the following remedies:

• Replacement: An identical product will be provided.

• Exchange: You may choose another item of equal value.

• Refund: A full refund will be issued to your original payment method.

3. Return Process

To initiate a return, please follow these steps:

1. Contact Us: Email our customer service team at info@petsarea.com.au or Live Chat with your order details and reason for return.

2. Receive Instructions: Our team will provide you with return authorization and instructions on how to proceed.

3. Prepare the Item: Ensure the item is securely packed in its original packaging.

4. Ship the Item: Send the package to the address provided by our team.

4. Return Shipping Costs

• Change of Mind: The customer is responsible for return shipping costs.

• Faulty or Damaged: Pets Area will cover the return shipping costs.

5. Processing Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 5-10 business days. Please note that your bank or credit card company may take additional time to process and post the refund.

6. 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 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.

7. Contact Us

If you have any questions or concerns about our Return and Refund Policy, please contact us:

• Email: info@petsarea.com.au

• Address: Unit 10/5 Bailey Crescent, Southport QLD 4215

• Live Chat: You can also use the live chat feature on our website for immediate assistance.

By shopping with Pets Area, you agree to this Return and Refund Policy. We reserve the right to amend this policy at any time.