Refund & Exchange & Change of Mind Policy
Refunds, Change of Mind Returns & Cancellations
ADS Pet Store accepts eligible refunds, returns and order cancellations subject to the conditions below.
Order Cancellations Before Dispatch
If you request to cancel your order before it has been dispatched, a 3% payment processing fee will be deducted from your refund. The remaining balance will be refunded to your original payment method.
Change of Mind Returns
If you change your mind after your order has been dispatched, eligible products may be returned to ADS Pet Store within 28 days of purchase.
The customer is responsible for all return shipping costs. Your refund will only be processed after the returned products have been received by ADS Pet Store and inspected to confirm that they meet our return conditions.
Once the return has been received and approved, a 3% payment processing fee will be deducted from the refundable amount. The remaining balance will then be refunded to your original payment method.
Products returned due to change of mind must:
- Be returned within 28 days of purchase
- Be unopened and unused
- Be in their original condition with original packaging
- Include proof of purchase
Other Refund & Return Requests
Unless the product is faulty, damaged, incorrect, of unacceptable quality, or otherwise does not meet the consumer guarantees under the Australian Consumer Law, any approved refund that requires products to be returned to ADS Pet Store will be subject to a 3% payment processing fee.
This includes approved returns or refunds requested for reasons other than a product quality issue, fault, damage, incorrect item supplied, or another issue for which you are entitled to a remedy under the Australian Consumer Law.
Where products are required to be returned, the refund will only be processed after ADS Pet Store has received and inspected the returned products. Once the return has been approved, the 3% payment processing fee will be deducted and the remaining refundable balance will be returned to your original payment method.
Unless the return is due to an error on our behalf or you are otherwise entitled to recover return costs under the Australian Consumer Law, the customer is responsible for all return shipping costs.
Faulty, Damaged, Incorrect or Quality Issue
The 3% payment processing fee does not apply where a refund is provided because the product is faulty, damaged, incorrect, of unacceptable quality, or otherwise does not meet applicable consumer guarantees under the Australian Consumer Law.
If you receive a faulty, damaged or incorrect product, please contact us at [email protected] with your order number and clear photos or videos of the issue so we can investigate and provide an appropriate remedy.
Important Exclusions
Clearance items are not eligible for change of mind returns, refunds or exchanges.
Frozen raw food and other perishable products are not eligible for change of mind returns once they have been dispatched. Please refer to our Frozen Raw Products Refund & Exchange Policy for further information.
This policy does not exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.