Refund policy
At Pet Destination, we want to make your online shopping experience with us as pleasant as possible! To help with this, we have a simple returns policy. We encourage you to reach out to us if you have any questions or concerns before or after placing your order, you can contact us via (07) 5563 1834 or onlineorders@petdestination.com.au.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return or exchange. If you wish to return your order, we require you to return any items within seven days of when you notified us that you would like to do so.
Returns and exchanges are at your own cost. Please obtain proof of posting as we cannot be held responsible for packages lost on return to us. You can also physically return your goods to our store. If you return part or the entire order for exchange via post, we will not refund the original shipping charge however, we will ship the replacement goods to you without additional charge.
To be eligible for a return, your item must be in the same condition that you received it, unused, in their original packaging and in resaleable condition. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at onlineorders@petdestination.com.au If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at onlineorders@petdestination.com.au or (07) 5563 1834.
All goods can be returned to the following address by post or in person:
Pet Destination
1/320 Olsen Avenue, Parkwood
Gold Coast QLD 4214
1/320 Olsen Avenue, Parkwood
Gold Coast QLD 4214
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is broken, faulty or if you receive the wrong item, so that we can evaluate the issue and find a solution. Please contact us on (07) 55631834 or onlineorders@petdestination.com.au.
Please inspect your order upon reception and contact us immediately if the item is broken, faulty or if you receive the wrong item, so that we can evaluate the issue and find a solution. Please contact us on (07) 55631834 or onlineorders@petdestination.com.au.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
Alternatively, should any goods be unsuitable, we are happy to exchange them or to offer store credit. Should you wish to return any goods for exchange, refund or store credit, you must call or email us in the first instance as we may issue a returns authorisation number.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Food Returns
We are able to have dog/cat food returned to us if the pet does not like it or if the food is deemed unsuitable for your pet by a vet. However, the food must be returned either unopened or with no less then 3/4 of the bag full. If you would like to swap for another brand of food however, we are able to repost with no additional shipping fee.
Should you fail to return such goods to us in accordance with the returns policy, we may arrange for the item’s return to you, and we will charge you any reasonable expenses incurred in our doing so.