Returns & Refunds Policy

Last updated: July 2025

At My Pet Buddy, your peace of mind — and your pet’s wellbeing — matter deeply to us. We stand behind the quality of our products and are committed to providing a fair, transparent, and customer-first returns experience.

If something isn’t quite right, we’ll work with you to resolve it — thoughtfully and without unnecessary complexity.

30-Day Returns Guarantee

You may request a refund, replacement, or exchange within 30 days of receiving your order if:

  • The item is faulty, damaged, or not as described

  • The item was not delivered

  • The item is unopened and in original condition, where eligible

Requests made after 30 days from the delivery date may not be accepted, except where required under Australian Consumer Law.

Items Not Eligible for Return

Returns or refunds are not available if:

  • You have changed your mind after receiving the product

  • The item is personalised, such as engraved ID tags

  • The incorrect item was ordered, but the correct product was supplied

  • The product has been used, damaged after delivery, or returned without original packaging (where applicable)

These exclusions are consistent with Australian Consumer Law and Buy Now Pay Later provider policies, including Afterpay and Zip.

How to Request a Return or Refund

1. Contact Us

Please contact our support team via the Contact Us page or email support@mypetbuddy.au, including:

  • Your order number

  • A brief description of the issue

  • Photos (if the item is faulty or damaged)

2. Approval & Instructions

If your return is approved, we’ll provide clear return instructions and the appropriate return address.

3. Return the Item

Items must be returned via Australia Post or an agreed-upon courier.
Return postage is the customer’s responsibility unless the item is faulty, damaged, or incorrect.

Refunds

Once your return has been received and inspected:

  • You’ll receive a confirmation email

  • Approved refunds are issued to the original payment method (Visa, Mastercard, PayPal, Afterpay, Zip, etc.)

  • Please allow 3–7 business days for your bank or payment provider to process the refund

Refund timelines may vary depending on your payment provider.

Exchanges

We are pleased to offer exchanges for items that are:

  • Faulty

  • Damaged during delivery

  • Incorrectly supplied

Once verified, a replacement will be dispatched promptly at no additional cost.

Delayed or Missing Refunds

If you haven’t received your refund:

  1. Check your bank or payment account

  2. Contact your bank or BNPL provider (Afterpay / Zip)

  3. If you still need assistance, email us at support@mypetbuddy.au

We’re always happy to help.

Return Shipping

  • Free return shipping applies if the product is faulty, damaged, or incorrect.

  • For returns due to change of mind or incorrect ordering, return shipping costs are the customer’s responsibility.

  • We recommend using a trackable shipping service to ensure your return arrives safely.

Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. Products must be of acceptable quality, fit for purpose, and match their description.

For more information, visit www.accc.gov.au.

Need Help?

Our customer care team is here to support you.

📧 Email: support@mypetbuddy.au
📨 Or visit our Contact Us page

Business Information

This website is owned and operated by
My Pet Buddy, a registered trading name of Gold Flakes Pty Ltd
ABN: 93 653 400 821
Registered and operating in Australia.