Refund Policy

Return Policy at Pet Store Collective

Returning items should be as stress-free as your pet's company. Here's the scoop on our return process at Pet Store Collective:

Initiate Your Return:

  • You have 30 days from receiving your item to request a return.
  • Contact us at with your order number, items for return, and the reason.

Packaging and Labelling:

  • Pack the item in its original packaging and securely tape the package.
  • Replace the old shipping label with the new one provided upon return approval.
  • Items sent without prior return request will not be accepted.

Shipping Information:

  • As we offer free shipping, returns are not free.
  • Use postal services with insurance and tracking for secure returns.
  • Provide us with a tracking number for efficient processing.
  • Once we receive your return, allow up to (2) weeks to process your return.


  • Sale items and gift cards are non-returnable.
  • Our business hours are Monday to Friday, 9 am to 5:30 pm AEDT.

Damages and Issues:

  • Inspect your order upon receipt, report defects, damages, or wrong items immediately.


  • Fastest way: Return and make a new purchase after return approval.


  • You'll be notified via email after return inspection; approved refunds are processed to your original payment method. Refunds take up to 7 working days for processing time.

Wrong Item:

  • If the wrong item is received, we'll send the correct one free of charge.

Wrong Address:

  • We're not responsible for undelivered packages due to incorrect address information.

Unexpected Delays:

  • Factors like customs processing, extreme weather, and global impacts may cause delays.
  • Contact us for assistance if your package takes longer than expected.

Global Conditions:

  • Due to uncontrollable global conditions, we can't guarantee shipping dates or refund times.

Colour Discrepancies / Measurement Errors:

  • Actual product colours may vary; monitors and individual perceptions differ.
  • Slight size variations (1-4cm) can occur due to human error.

Ensuring your satisfaction and your pet's happiness are our top priorities. We make every effort to ensure that your shopping experience with us is as enjoyable and seamless as possible.