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Refund Policy

Returns & Refund Policy – Pet Haven Supplies Australia

Last updated: 6 August 2025

At Pet Haven Supplies Australia, we want you to be happy with your purchase. This Returns & Refund Policy explains your rights and obligations when returning products purchased from us.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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.

2. Change of Mind Returns

  • We do not offer refunds or exchanges for change of mind unless approved at our discretion.

  • If approved, the customer is responsible for return shipping costs, and a restocking fee may apply.

  • Returned items must be unused, in original packaging, and in resaleable condition.

3. Faulty, Damaged, or Incorrect Items

If you receive a product that is faulty, damaged, or not as described:

  1. Contact us within 7 days of receiving your order.

  2. Provide proof of purchase and clear photos of the item and packaging.

  3. We will assess the issue and offer a repair, replacement, or refund in accordance with Australian Consumer Law.

4. Returns Process

To request a return:

  • Email us at pethavensupplies715@gmail.com with your order number, description of the issue, and supporting photos.

  • Once approved, we will provide instructions for returning the item.

  • Do not return items to our business address without prior approval, as products are shipped directly from our suppliers in China.

5. Refunds

  • Approved refunds will be processed to your original payment method within 5–10 business days of receiving the returned goods or confirmation of fault.

  • Shipping costs are non-refundable unless the item is faulty, damaged, or incorrect.

6. Items Not Eligible for Return

For hygiene and safety reasons, we cannot accept returns for certain products, including but not limited to:

  • Pet grooming items

  • Pet bedding once opened

  • Pet feeding accessories once used

7. Contact Us

If you have any questions about this Returns & Refund Policy, please contact us:

Email: pethavensupplies715@gmail.com
Phone: 0410 273 532

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