How do I return an item?
- Log in to your account
- Click on 'Product Returns' in your customer menu.
- Click on 'Request a new product return' and follow the prompts.
- Your request will be reviewed within 24 hours Monday to Friday, and a customer service representative will be in touch.
Don't have an account? Contact Us via email or call us on (03) 9001 0241 to request a Returns Authorisation. Items returned without a request authorisation may take longer to process.
A few things we need you to keep in mind when making your return
- You are responsible for the cost of returning your items
- Please allow up to 14 days for your return to be processed, depending on your chosen shipping method back to us.
- All refunds will be provided via the original method of payment.
- Original shipping fees are not refundable
If any item is not returned in original condition, or with any part of the packaging missing no exchange or refund will be possible. This includes items that have had shipping labels attached directly to the product packaging, or items squashed into inappropriately sized packaging.
Please note you will be charged $19.95 for parcels marked "Return to Sender" or "RTS" and returned at our cost without our authority.
Incorrect Item Sent
If you have received an incorrect item please contact us within 48 hours of receipt to organise delivery of the correct item.
- We will despatch the correct item to you upon notification of the error.
- We will organise the return of the incorrect item to us.
We offer a refund, exchange or store credit for change of mind. (Please note some items cannot be returned, see Exclusions for details.)
If you decide that you do not the want item that you purchased, then you may return it subject to a few conditions:
- You must request your return within 7 days of receiving the item, and it must be returned to us within 14 days.
- Postage costs associated with the return of unwanted goods are the responsibility of the customer. Items returned to us via C.O.D. will not be accepted and will be returned to you at your cost. Items sent "Return to Sender" will have a fee of $19.95 deducted from the refund.
- Goods must be returned unused, in the original packaging and in original saleable condition. Blister packs must be unopened.
- Refunds, Store credit or items requested as exchange, are not available until the return has been received and processed by our Returns Department.
- Original shipping costs are not refundable.
We cannot accept returns for:
- Items that have been damaged
- Items that have been altered in any way
The following items cannot be returned unless in sealed, unopened packaging and it has not been tried:
- Pet costumes and accessories
- Any edible items that have been opened. This includes food, treats, vitamins and other edible items.
Faulty or Damaged Items
Received a faulty or damaged item? Contact Us via email or call us on (03) 9001 0241, and one of our customer service representatives will resolve the issue for you as soon as possible.