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Refund & Exchange 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.

Please see below for FROZEN RAW PRODUCTS refund & exchange policy.

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)

PLEASE NOTE: There are NO REFUNDS for change of mind for raw pet food. If there is a problem with your order. Please take photos and send us an email on the same day or once you have received your order. If you requesting a Refund, you will need to return the products in unopened and original condition with packaging within 24 hours (perishable).


Returns Progress

The returns and exchanges products must be returned to us either via post or in person to our store. 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 contact ADS customer 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 with your name and order number. We will solve the issue with you together. 



If a product has manufacturer's warranty, we can help you handle manufacturer warranty returns on your behalf. This service requires that freight costs (both ways) and any other associated costs (factory testing, warranty rejection) be paid in advance. It will take up to 28 days for repair or factory testing. This may take longer in under some circumstances. 

Examples of occasions where the warranties and additional promises (if applicable) will not apply are:

  • Where you have mistreated or abused the products (whether intentionally or unintentionally); or

  • Damaged the products as a result of using them in a way they were not intended to be used.

ADS Pet Store will NOT issue replacement products, for either warranty or exchange, prior to receiving the product needing to be returned. 

We recommend you contract the relevant manufacturer if you have an issue of operating a product.


Who will pay for the return of my purchased?

ADS Pet Store will cover any associated delivery cost for the return of any product does not meet the consumer guarantees. (Please see above for detail.) Any return shipping cost will be added to your refund amount once processed. We will also refund the cost of the original delivery and pay for the delivery of any replacement item.

We do not cover any return shipping cost for any "change of mind" returns. A copy of proof of purchase need to be include in the return parcel, and the refund will be processed using your original method of payment.

ADS Pet Store cannot be responsible for any items damaged or lost during return transit. Please ensure your item is packed securely and avoid any damage in transit. Please also keep your tracking information on your hand, to ensure the parcel arrive at our warehouse safely.

How long will my money back to account?

Please allow 5-7 business days after we processed your refund. 


Frozen Raw Products Refund & Exchange Policy

We do NOT accept change of mind after your order has been dispatched.

If there is any problem with your order. Please take a photos and send us an email, once you received your order.  Please contract us within 24 hours upon receiving your order. Any complaint after 24 hours, my affect any replacement of your order. 

If you are requesting a Refund, you will need to return the products in unopened and original condition with packaging within 24 hours (perishable). If you are requesting a replacement you will need to send us an email with photos/video on the same day of receiving your parcel. 

Customers will pay for the Refrigerated Freight if you are requesting a refund or return products unless our behalf of mistaken.