Returns policy

Before reading our Returns Policy, check if your question has been answered under our FAQ page.

Returns

  • IMPORTANT - No credits, or refunds can be given without first speaking with a Pet Circle representative. We must issue you a return number and return address before you can send back any items. If you send back any items without the correct address and return number we will not be able to refund you.

We endeavour to make your Pet Circle experience a positive one and deliver the best possible service to our customers. However, if for some reason things don't happen quite as planned, we have a hassle free returns policy and a dedicated team to make everything right. Simply contact us and we can discuss the situation and determine the best course of action.

In most cases, you may return any unopened merchandise in its original condition, including intact packaging within 14 days of receipt, and we will quickly give you a refund, less shipping and handling. Please be aware that - due to the way couriers work - shipping back to us will be more expensive then shipping it out to you. Any freight costs incurred to return the product to us will be deducted from your refund. Please ensure that you contact us prior to returning the goods since we can only offer refunds when we have arranged pickup and return through our courier service. Pet Circle will not be liable for any lost or damaged goods returned via Australia Post. Unfortunately we are unable to accept returns via any other carriers at this stage.

If we have made an error with shipping, please contact us and we will arrange for the problem to be resolved at our cost. However, shipping costs are non-refundable for any unclaimed or returned packages where shipping has been fulfilled as promised.

What if I have had the items for more than 14 days?

Items returned after 14 days may not qualify for a refund, or may incur an extra restocking fee.

Can I return open food products?

We cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting.

The order I received was damaged, what do I do?

If you received a damaged shipment or product, please email photos of the damaged item to sales@petcircle.com.au, include your invoice number and name, and we will work with you to resolve the issue.