Refunds & Returns Policy

We hope that you and your pets love our products as much we do. We understand that it’s not always easy choosing the right toy for them. At Discount Pet Supplies we try to keep things simple; if you decide you wish to cancel or return an order the return shipping costs must be paid by you. We do accept change of mind returns however there may be a restocking fee of 20% and you will be required to cover the cost of return postage.

Cancellations of "buy now pay later" orders such as ZipPay, Openpay, Klarna, Laybuy etc will incur a cancellation fee as these service providers do not refund merchant fees. We only charge the amount we are charged.

To be eligible for a return, your item must be in the same condition that you received it, complete with tags and labels be clean and in its original packaging and unworn or unused. A receipt of purchase or order number is required.

Please note we do not accept returns for food, medicines, or supplements unless there is a good reason. ie, it’s been recalled, out of date or you’ve received it damaged etc.

Any products/goods that carry a warranty or guarantee of the manufacturer can be returned, refunded, or exchanged when agreed upon by the manufacture.

Returns and refunds will be processed within fourteen business days of receipt of the returned item/s.

PLEASE NOTE: no exchanges or returns are offered for sale items.

30 Day Money Back Guarantee

We guarantee that the product you receive is without faults and can be used for the intended purpose. We understand that you might make a mistake, so we want to make it easier for you with our No Hassles Guarantee.

If you change your mind or have just decided the product is not right for you, please get in touch with us first. Send an email describing the problem to: discountpetsupplies @iinet.net.au. Include your order number and the item/s to be returned – we will assess, and will advise next steps.

Goods returned for refund, exchange or credit must be received within 30 business days from the date of purchase and are subject to the following criteria:

All goods returned must be in new, unopened condition with all seals intact.
Used, damaged or soiled returns will not be accepted and will be returned at the customer’s expense.
Customers are responsible for postage costs associated with returning goods for refund, credit or exchange (errors excluded).
Discount Pet Supplies accepts no responsibility for loss or damage caused during return transit.
No exchanges or returns are offered for sale items.

What if My Order Doesn’t Arrive?

We work closely with Australia Post to give you seamless delivery, but sometimes parcels get delayed or go missing.

If your order hasn’t arrived, please check your email account for a tracking email from us, which contains a link so you can see your order’s shipping status. If it looks like there is a problem, we recommend contacting the courier directly as this is usually the fastest way to solve any issues.

Order Returns by Australia Post

Please take care to ensure that your delivery address is correct when entering your shipping address details at the checkout. If an incorrect address is given at checkout for delivery and the parcel is returned to Discount Pet Supplies by Australia Post, it is the customers responsibility to pay all costs to have the order shipped back. If an order is returned for any reason such as non-collection, wrong address or refusal, there is a $15 Auspost Return Fee.

Incorrect Items Delivered

Please contact us as soon as you receive your order and within 2 days of receiving the item to arrange for it to be replaced. Whilst every effort is made to make descriptions and pricing as accurate as possible, errors may unintentionally occur. In the case of an error made by Discount Pet Supplies we will attempt to rectify this at no extra cost to you and will send you the correct item. All products to be returned must be packed in original packaging and include any accessories, manuals, documentation, and registration that shipped with the product. A refund will be generated if we do not have a replacement item.

Missing an Item from Your Order?

If you find that an item is missing from your order, kindly contact us within 2 business days from the delivery date to resolve the issue. Please note that items may sometimes be shipped separately.

Items Delivered Damaged

If an item arrives and is damaged contact us via email within 2 business days. Please email us at discountpetsupplies@iinet.net.au and give a detailed description describing the issue exactly and provide images or a short video of the damaged product.

When Will Refunds/Returns Not Be Given?

Improper handling of the product (Negligent unpacking)
Not following proper guidelines for installation
Intentional or unintentional damage to the product
Intentional or unintentional physical damage or cosmetic damages
Any damage or error that is not due to faulty construction/manufacturing.
Damage caused by unattended children or pets
Commercial use of non-commercial equipment (unless stated by the manufacturer)
Unsupervised use of the product

In case of damage or fault occurs due to the user’s negligence, we do not cover the shipping cost for repair or replacement of the product.

As per consumer law we may sometimes be unable to accept returns on items such as toys and other items where health and safety regulations prevent us from being able to re-sell items. (Excluding warranty items or any cases we make an error).

Please do not return items by COD or Return to Sender - contact us before you return anything.

Returns Procedure

To start a return, you can contact us at discountpetsupplies@iinet.net.au.
When emailing please include your order number or receipt, images of any damaged, faulty, flawed or out of date items.
Please advise us within 24 hours of receiving your delivery of any missing items. Outside this timeframe no refund will be issued.
Once we receive your email, we will assess the course of action required. If products are to be returned to our warehouse we will provide you with a returns address.
When we receive your items, we will send an email to acknowledge their return. Providing items are in their unused, original condition, including intact packaging as received from us, a refund or exchange will be provided.
All items are required to be sent in padded tough packaging to protect the contents and be traceable. Please include in the box the reason for the product/s return and your order or receipt. For items over $75 we recommend adding postage tracking.
Once your products are accessed, we will process your refund using the original process in which the item was first purchased.

Please be aware that Discount Pets Supplies reserves the right to: Assess the product/s upon return prior to carrying out a refund or exchange; and/or refer the product/s to the wholesaler and or manufacturer of the goods for assessment to determine whether you are entitled to a refund or exchange.

Sometimes mistakes are made on our part, whether in regard to pricing or descriptions/other, we will make every effort to amend these issues - if an overpayment is made then a refund will be issued. In the case of no-price items, these will not be sent out.

The Law States:

Laws against false or deceptive advertising require an intent to deceive on the part of the advertiser. If a company can demonstrate that an advertised price was simply a mistake, then it's not false advertising.

Thank you for understanding!