Refund & Return Policy

We will always accept returns for items damaged in transit, but ask that we are notified of any issues within 7 days of you receiving the item. Similarly, incorrectly sent items or defective items will be replaced at our cost.

You may be able to return your purchase from Pet Supply World if you change your mind, however, we cannot accept change of mind returns if:

  • The product has been removed from the original packaging or the labels have been removed.
  • The product has become dirty or damaged.
  • The product contains food or medication.
  • You received the product more than 14 days ago.

You must return the product at your own cost and you must comply with the directions for returning the product provided by our staff. The product will remain your responsibility during transit, and we do not accept any liability for any loss or damage which may occur during transit.

A re-stocking fee of 10% of the purchase price applies to change of mind returns. Shipping costs are not refundable.


Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

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