Petstock Returns Information
Returns Frequently Asked Questions
Can I return a product?
We want you to be completely satisfied with every item that you purchase from petstock.com.au and so we understand that there may be times when you will need to return a product that you have purchased from us.
We aim to make this process as easy and hassle-free as possible and our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the Australian Consumer Law (ACL).
You are entitled to a refund, replacement or credit from Petstock when an item purchased fails to meet one of the consumer guarantees as per the Australian Consumer Law (ACL), i.e. the product:
- Is faulty or of unacceptable quality
- Does not match the description or sample
- Is unfit for the intended purpose (i.e. does not do what it is meant to do)
- Is not delivered in a reasonable time frame
- Proof of purchase must be provided (proof of purchase details are outlined above)
- This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer (e.g. the palatability guarantee on super-premium foods).
Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, member's club transaction history, or online purchase transaction history.
Petstock will also, as an act of goodwill, accept return items if you have changed your mind.
In this instance, the product must:
- Be returned within 28 days of purchase
- Be in a re-saleable condition (original condition)
Who pays for the return of an item?
Change of mind, incorrect size, or a sale item: You are responsible for the cost of returning your item.
Important note: these returns will be refunded only.
Damaged, faulty, or incorrect item/order sent by us: We will take the hassle out of the return for you by supplying a free returns label.
Choose carefully! Once your order is placed, we are unable to modify/cancel the order.
How do I make a return?
Items purchased online can be returned in two (2) ways:
- In person, at any of our Petstock store locations: To find your nearest store, please use our store finder here.
- By posting the order to our Returns Warehouse. Please follow the below steps, should you wish to post your item back to us.
Important note: Items can only be accepted if they have not been used/opened and are in original packaging.
To return an item:
- Submit a Returns Request Form.
- Once submitted, you will be given a ticket ID via email (your support ticket).
- Our Customer Experience Team will assess and respond via your support ticket to advise if we require this item to be returned to our warehouse. *A photo is required for 'faulty and/or damaged items'.
- Depending on the assessment by our Customer Experience Team, you will either be provided with a returns label or notified a courier has been booked for collection.
- If you are provided with a returns label, fill out your details on the slip you received with your order and include it in the return parcel.
- Return the item to the address below. Please include your name and order number on a piece of paper.
Petstock Online Returns
258 Beach Road
Avalon VIC 3212
- You will be notified by email once your return has been processed at our Returns Warehouse.
Who pays for the return of an item?
Change of mind, incorrect size, or a sale item: You are responsible for the cost of returning your item.
Important note: these returns will be refunded only.
Damaged, faulty, or incorrect item/order sent by us: We will take the hassle out of the return for you by supplying a free returns label.
Choose carefully! Once your order is placed, we are unable to modify/cancel the order.
Can I return my order to a Petstock store?
Yes, online purchases can also be returned to any Petstock store nationwide.
A copy of your proof of purchase is required to complete the transaction.
Please note that any ‘change of mind' returns or exchanges will be processed at the discretion of the store, which may choose to either offer a refund or exchange your item.
How long does it take for a return to be processed?
Returning an item: If you are returning an item to Petstock, please allow up to 5 business days for the return to be delivered and processed at our warehouse, once this has been received by Australia Post.
Refunding an item: Once your return has been received and approved by Petstock, please allow up to 10 business days for the refund to appear at your financial institution.
Important note: Refunds are processed to the original method of payment used for the order.
For further assistance or if you have any questions regarding your return, please reach out to our friendly Customer Experience team.
Have more questions? See all FAQs about Returns or Shipping Delivery Timeframes and Options .