Refund policy
Returns & Refunds Policy
Last updated: August 2026
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 Change-of-Mind Returns
We want you to feel confident when shopping with My Pet Buddy. If you change your mind, you may request a return within 30 days of receiving your order, provided that:
- The product is unopened, unused and in its original sealed packaging.
- The product and packaging are in their original, resalable condition.
- You provide your order number or other proof of purchase.
- You contact us within 30 days of the recorded delivery date.
Please contact support@mypetbuddy.com.au before returning an item. Products returned without prior approval may not be accepted as change-of-mind returns.
Change-of-Mind Return Costs
Customers are responsible for the cost of returning products for change of mind. We recommend using a tracked shipping service, as My Pet Buddy cannot be responsible for change-of-mind returns that are lost or damaged in transit.
Original shipping and express delivery charges are nonrefundable for change-of-mind returns. If an order qualified for free shipping, only the price paid for the approved returned product will be refunded.
Inspection and Refunds
All change-of-mind returns will be inspected upon receipt. A refund will be approved only if the product remains unopened, unused, sealed and in its original resalable condition.
Approved refunds will be issued to the original payment method. Please allow 3–7 business days after approval for the refund to appear, depending on your bank or payment provider.
Change-of-mind returns will not be accepted if:
- The product has been opened, used or unsealed.
- The product or its packaging has been damaged after delivery.
- Any part of the product, packaging or included item is missing.
- The return request is made more than 30 days after delivery.
- The correct product was supplied but has been opened or used.
Faulty, Damaged or Incorrect Products
The conditions above apply only to voluntary change-of-mind returns.
If a product is faulty, damaged, unsafe, incorrectly supplied, significantly different from its description or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy under the Australian Consumer Law.
For a major failure, you may be entitled to choose a refund or replacement. For a minor problem, My Pet Buddy will provide an appropriate remedy in accordance with the Australian Consumer Law.
Your rights under the Australian Consumer Law are not limited by this 30-day change-of-mind policy. Where a return is required because a product is faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law, My Pet Buddy will cover reasonable return shipping costs.
Please contact support@mypetbuddy.com.au with your order number, a description of the issue and photographs where appropriate so we can assist you.
How to Request a Return or Refund
1. Contact Us
Please contact our support team through our Contact Us page or email support@mypetbuddy.com.au and include:
- Your order number
- A brief description of the issue
- Photographs, if the item is faulty or damaged
2. Approval and 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 through Australia Post or another courier agreed upon with My Pet Buddy.
Refunds
Once your return has been received and inspected:
- You’ll receive a confirmation email.
- Approved refunds will be issued to the original payment method, including Visa, Mastercard, PayPal, Afterpay or Zip, as applicable.
- Please allow 3–7 business days for your bank or payment provider to process the refund.
Processing times may vary depending on your payment provider.
Exchanges
We offer exchanges for products that are:
- Faulty
- Damaged during delivery
- Incorrectly supplied
Once the issue has been verified, a replacement will be dispatched at no additional cost.
Delayed or Missing Refunds
If you haven’t received an approved refund:
- Check your bank or payment account.
- Contact your bank or Buy Now Pay Later provider, such as Afterpay or Zip.
- If you still need assistance, email support@mypetbuddy.com.au.
We’re always happy to help.
Return Shipping
For approved change-of-mind returns, customers are responsible for return shipping costs. We recommend using a tracked shipping service.
If a product is faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law, My Pet Buddy will cover reasonable return shipping costs.
Please contact us before returning any product so we can provide the correct return instructions.
Your Rights Under Australian Consumer Law
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.
Products must be of acceptable quality, be fit for their intended purpose and match their description. Depending on the nature and seriousness of a problem, you may be entitled to a repair, replacement, refund or compensation for reasonably foreseeable loss or damage.
For more information, visit the Australian Competition and Consumer Commission.
Need Help?
Our customer care team is here to support you.
Email: support@mypetbuddy.com.au
Contact page: Contact Us
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
Address: 7 Baronet Rise, Craigieburn VIC 3064, Australia
Phone: +61 430 281 802
Email: support@mypetbuddy.com.au
Website: www.mypetbuddy.com.au
Registered and operating in Australia.