Return Policy

🔁 Returns & Refunds Policy

Last updated: July 2025

At My Pet Buddy, your satisfaction and your pet’s happiness are at the heart of everything we do. If something’s not right, we’ll make it right — it’s that simple. We aim to provide peace of mind with a fair, clear, and legally compliant return policy for all customers.

✅ 30-Day Returns Guarantee

If you're not completely satisfied with your purchase, you may request a refund, replacement, or exchange within 30 days of receiving your order.

We accept returns under the following conditions:

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

  • The item was not delivered

  • The item is unopened and in original condition for eligible returns

🕒 Please note: We cannot accept returns or refunds after 30 days from the delivery date.

❌ What Can’t Be Returned

We cannot offer returns or refunds if:

  • You’ve changed your mind after receiving the product

  • The product is personalised, such as engraved ID tags

  • You made an incorrect purchase, but the item was correctly delivered

  • The product was used, damaged by the customer, or returned without original packaging (where applicable)

These exclusions are in line with Australian Consumer Law and Buy Now Pay Later (BNPL) provider policies, including Afterpay and Zip Pay.

💬 How to Request a Return or Refund

  1. Contact us first
    Please use our Contact Us page or email us at support@mypetbuddy.au with your order number and a brief description of the issue. For defective or damaged products, please provide photos.

  2. Approval & Return Instructions
    Our customer service team will guide you through the return process. If approved, we’ll provide the correct return address and next steps.

  3. Send Your Item
    You must return the item via Australia Post or an agreed-upon courier service. Return postage may be your responsibility unless the item is deemed faulty or incorrect.

💸 Refunds (If Applicable)

Once we receive and inspect your returned item:

  • We’ll send a confirmation email

  • If approved, your refund will be processed to the original payment method (Visa, Mastercard, PayPal, Afterpay, Zip, etc).

  • It may take 3–7 business days for your bank or provider to post the refund, depending on their processing times

🔄 Exchanges (If Applicable)

We are happy to exchange items that are:

  • Faulty

  • Damaged during shipping

  • Incorrectly sent

Please contact us with your order number, and we’ll ship a replacement once the issue is verified.

⏰ Delayed or Missing Refunds

If you haven’t received your refund:

  1. Recheck your bank or payment account

  2. Contact your bank or Afterpay/Zip for confirmation

  3. Still stuck? Email us at support@mypetbuddy.au — we're happy to help!

📦 Return Shipping

Return shipping is:

  • Free if the product is faulty, incorrect, or damaged

  • Customer’s responsibility if the return is due to a change of mind, incorrect ordering, or sizing issues (unless otherwise stated)

We recommend using a trackable shipping service for all returns to ensure safe delivery.

⚖️ Legal Protection – Your Rights

This policy does not limit your rights under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major fault and compensation for any other reasonably foreseeable loss or damage. Products must match their description, be fit for purpose, and arrive in acceptable condition.

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

🐶 Questions or Concerns?

We’re here for you.
📧 Email: support@mypetbuddy.au
📨 Or visit: 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.