We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
If you receive your order and “change your mind” because it’s not fit for your purpose, you must contact us within 5 business days of delivery. If the products have not been used and still in original packaging, we will happily sort things out for you.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@thepetfoodwarehouse.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@thepetfoodwarehouse.com.au
Damages and issues
We are all human and sometimes products do get damaged. So please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as fresh/frozen food, flowers, or plants), customer products (such as special orders or personalized items), and animal care goods (such as shampoos, soaps etc). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale, clearance or discontinued items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Customer Satisfaction
As a completely independent & family-owned business located in the Illawarra since 2004. Our customer’s & their pets have become friends & part of our family. With their continued support we strive to always provide the best products at realistic prices. We pride ourselves on our customer service and reliability. If at anytime you are not quite satisfied with any aspect of our business, please contact me directly via email john@thepetfoodwarehouse.com.au
