Refunds
We want our customers to be completely satisfied with every item that they purchase from PetPost.
We understand that there may be times when you will need to return a product that you have purchased from us.
A refund may be issued to you if;
- You have received an incorrect item/s in your order
- You have received a damaged or faulty item
- You are returning food that is covered under our palatability guarantee
- You have changed your mind (please be advised, the cost of return would be at your cost)
Eligible items purchased online can be returned for a refund by following the below steps.
How to return an item for a refund:
1. Submit a Return Request through our Returns Portal returns.petpost.com.au.
You’ll need your order number and email address to begin the process.
2. You will be asked to select the item/s to return and the reason for return. You may also be asked to provide images and comments regarding the item.
2. Once submitted, you will be provided an RMA number and sent a confirmation email that we’ve received the request.
3. Our team will assess your request and you’ll be notified of the outcome by email and if approved, the next steps to complete your return.
4. If required to send products back to our distribution centre, refunds will be issued once the returned parcel is processed by our team.
Timing:
Returning an item: If you are returning an item to PetPost, please allow 5-10 business days for the return to be delivered and processed at our warehouse, once this has been received by Australia Post.
Refunding an item: Once your return has been received and approved by PetPost, please allow up to 10 business days for the refund to appear at your financial institution.
Important note: Refunds are processed to the original method of payment used for the order.
For further assistance or if you have any questions regarding your return, please reach out to our friendly Customer Experience team.