PetMarket Returns Policy

If you have purchased from Petmarket and you have changed your mind you can return most unused or unwanted items whether purchased online or instore from PetMarket, as long as you have your receipt or proof of purchase.

Our policy including the change of mind limits do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.

Change of mind

If you have changed your mind, we may offer you an exchange or refund provided that all of the following conditions are met:

  • It is within 30 days of purchase
  • You are able to provide satisfactory proof of purchase
  • The item is in good saleable condition, unworn or unused with all original sealed packaging or tags attached and where the product seal is not broken

Our team memers will assess the item to determine whether a refund or exchange will be offered in accordance with our returns policy. Please note that delivery costs are non-refundable for change of mind returns

Proof of purchase

Refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents for change of mind:

  • Original register receipt tax invoice (electronic or photograph will be accepted)
  • Online Tax Invoice (order confirmations will not be accepted)
  • Packing slip included in all online purchases and click & collect
  • Original return/exchange receipt/gift receipt

Consumer Guarantees

When you shop at Petmarket, you are entitled to certain guarantees in respect of goods and services purchased from Petmarket. These guarantees are called Consumer Guarantees and are not impacted by the change of mind policy or limited by a defined timeframe. The Australian Consumer Law, however does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

Where you believe an item is faulty or defective, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If the goods or service has a major failure, you may reject the good or service and seek a refund, exchange or repair or you may keep the item and seek compensation for any drop in value. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.

Please be aware that data (including, but not limited to, images, music and video) may be lost during the assessment and repair process of electrical and electronic products. It is the responsibility of the consumer to ensure that all personal data is deleted and backed-up before returning the item to the seller. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.

Where an item is damaged through misuse, neglect or abnormal use, Petmarket will not provide a refund, exchange or repair.

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.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

  • to cancel your service contract with us
  • to a refund for the unused portion, or to compensation for its reduced value
  • You are also entitled to be compensated for any other reasonably foreseeable loss or damage

If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Petmarket will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.

Return Tender

All purchases on Petmarket will automatically be refunded to the account used to pay

If the purchase was made using a mobile payment or digital wallet service such as Apple Pay, Samsung Pay, Google Pay etc, the refund will be processed back to the mobile or digital wallet



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