Here at Beyond Pets, we are committed to providing quality products, trusted advice, and high standards of care. If there is an issue with your purchase, we’re here to help.
Change of Mind
We do not offer refunds for change-of-mind purchases. At our discretion, we may offer an exchange or store credit if:
- The item is unused, unopened, and in original condition
-The return is requested within 14 days of purchase
- Proof of purchase is provided
Shipping costs are non-refundable, and return shipping is the responsibility of the customer.
Faulty, Damaged, or Incorrect Items
Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product is faulty, damaged, or not as described.
If your order arrives faulty, damaged in transit or incorrect please contact us within 48 hours of receiving your order, including photos where applicable, so we can assist promptly.
Exclusions
For health, safety, and animal welfare reasons, we cannot accept returns or exchanges on opened food or treats, live animals, frozen or refrigerated products, bedding, substrates, opened consumable items or clearance or sale items (unless faulty).
Live Animals
The welfare of our animals is our highest priority.
Live animals are available in-store only.
Live animals are not eligible for return or refund due to change of mind.
If you have concerns regarding the health of an animal purchased from us, please contact us as soon as possible so we can assess the situation and provide guidance.
How to Request a Return
To request a return or report an issue, please contact us with:
- Your order number or proof of purchase
- A brief description of the issue
- Photos (if the item is damaged or faulty)
Our team will review your request and advise on the next steps.
Refund Processing
Approved refunds will be processed using the original payment method.
Please allow 3–5 business days for funds to appear, depending on your bank or payment provider.
Your Consumer Rights
Nothing in this policy limits your rights under 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.