Returns & Exchanges Policy

At ADS Pet Store, we wish to you have a pleasant experience, so we are trying to make our returns and exchanges policy as simple as possible. We accept returns and exchanges up to 28 days from purchase.

We also accept a return if you change your mind.  And the products must:

• Be returned in 28 days from purchase
• Be unopened and in original condition with packaging

Our returns and exchanges policy comply with the Australian Consumer Law. We accept a refund or replacement if a product has a major problem. This is included that a product

•  is faulty or unacceptable quality
• does not match the description or sample
• is not fit for the purpose
• is not delivered in a reasonable time frame
• A proof of purchase must be provided (e.g receipt)

The returns and exchanges products must be returned to us either via post or in person to our store. (If you need driver to pick up goods for return or exchange, it would be extra $10 shipping cost) Failure to provide proof of purchase may result a refusal of accept returns and exchanges.

The customer is responsible for the cost of returns or exchanges (e.g shipping fee), unless there was an error on our behalf. Please contacted ADS service representative before returning goods. We can only offer refunds when we have arranged pickup and return through our courier service.

We cannot offer refunds or exchanges on any opened food, treats or edible items due to strict health policies. 

Damaged or Faulty Items

If you received a damaged shipment or product, please email photos of the damaged item to [email protected] with your name and invoice number. We will solve the issue with you together. 

We take all reasonable steps to keep secure any information which we hold about you. Personal information may be stored both electronically on our computer system, and in hard-copy form. Firewalls, 2048 Bit v3 SSL encryption, passwords, anti-virus software and email filters act to protect all our electronic information.

We do not store credit card information, we securely submit credit card information to our bank for processing.