Refund policy

1. Overview

At Petlovers, your satisfaction is our top priority. This policy outlines the terms and procedures for returns, exchanges, and refunds for all purchases made through our website. By shopping with us, you agree to the conditions described below.

2. 30-Day Return Window

You have 30 days after receiving your item to request a return. To be eligible, the item must:

  • Be unused, unworn, unwashed, and in original condition
  • Include all tags and original packaging
  • Be accompanied by proof of purchase (order confirmation or invoice)

Returns that do not meet these conditions may be denied or result in a partial refund.

3. How to Start a Return or Request a Refund

To begin the return or refund process, contact us at contact@justpetlovers.com within 30 days of receiving your order. Include:

  • Your order number
  • The item(s) you want to return or exchange
  • The reason for your request
  • Clear photos, if applicable (especially for damaged or defective items)

Our team will respond with return instructions. Do not ship anything back until you receive return authorization.

4. Return Shipping Costs

  • If the return is due to our error (wrong, defective, or damaged item), we will provide a pre-paid return label.
  • For change of mind, incorrect size, or preference-based returns, the customer is responsible for return shipping costs.

5. Return Shipping Instructions

Once your return is approved, you must ship the item back within 7 business days.

  • Items must be securely packaged to avoid damage in transit.
  • We strongly recommend using a tracked shipping service and sharing the tracking number.
  • Returns must be sent to:

Petlovers
4/21 Woodstock Street, Bondi Junction, Sydney, Australia

6. Exchanges

If you want to exchange an item (e.g. for a different size or color):

  • We will confirm availability of the desired item before authorizing the return.
  • Return shipping is at the customer’s expense unless the item is defective.
  • Once we receive and inspect the original item, we’ll issue a store credit equivalent to the product value (excluding any shipping fees).
  • You can use this store credit to place a new order.

If the requested item is out of stock, you may use the credit toward any other product.

6.1 Exchange Processing Time

After we receive your returned item, your new product will be shipped within 5 business days. Delivery time depends on your location, as outlined in our Shipping Policy.

7. Refund Eligibility & Process

Refunds are issued only after the returned item is received and inspected. Eligible items must meet the return conditions described in section 2.

Refund Timeline:

  • Inspection: 1–2 business days after we receive the item
  • Approval: Confirmation via email
  • Refund Issuance: Within 5 business days
  • Bank Processing Time: 2–7 business days depending on your payment provider

If more than 15 business days have passed since refund approval and you haven’t received your funds, please contact us.

8. Partial Refunds or Return Denials

Items returned in used or damaged condition, or without original packaging/tags, may not be eligible for a full refund. In these cases, we may:

  • Issue a partial refund of up to 50%
  • Return the item to you without refund

9. Sale and Promotional Items

Items purchased during sales or promotional periods are eligible for return, exchange, or refund under the same terms as regular-priced items, as long as they meet the standard conditions described in this policy.

10. Non-Returnable / Non-Refundable Items

We do not accept returns or provide refunds for:

  • Gift cards
  • Items returned not in their original condition or with missing parts not due to our error

11. Refund Method

All refunds are processed to the original payment method used at checkout. We do not issue refunds to alternative accounts, prepaid cards, or in cash.

12. International Returns and Refunds

International customers follow the same return and refund procedures.

  • For defective, damaged, or incorrectly sent products, we provide return assistance.
  • For all other cases, international customers are responsible for return shipping costs.
  • Mark packages as “Returned Merchandise” to avoid customs fees.
  • Refund processing times may vary depending on your bank or country.

12.1 Taxes and Duties

All local taxes and fees included in the product price are considered in the value of refunds or store credit.

Please note that customs duties or import taxes charged by your country are not refundable by Petlovers, as they are collected by government authorities.

13. Lost or Damaged Orders

If your package arrives damaged or is lost in transit, notify us within 7 days of delivery (or estimated delivery). After we verify with the carrier, we will issue a full refund or send a replacement based on your preference.

14. Contact Information

If you have questions about returns, exchanges, or refunds, contact us:

Email: contact@justpetlovers.com
Phone: +61 431 712 213
Address: 4/21 Woodstock Street, Bondi Junction, NSW, 2022, Australia
Business Hours: Monday to Friday, 9am to 6pm