Refund policy

 

40-Day Happy Paws Guarantee

If you are not completely satisfied with your purchase, we offer a 40-day return period from the date you receive your order.

How to Start a Return

To request a return, please contact us within 40 days of delivery at info@petstorecollective.com and include:

  • Your order number
  • The item(s) you wish to return
  • The reason for return (this helps us improve our experience)

Once approved, we will provide you with return instructions. Items sent back without prior approval will not be accepted.

Return Conditions

Returned items must:

  • Be purchased directly from our online store
  • Be unused, unworn, and in original condition
  • Include original packaging, tags, and labels

We reserve the right to refuse returns that do not meet these conditions.

Return Shipping

Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.

If you have received a faulty or incorrect item, please contact us at info@petstorecollective.com and we will arrange return shipping at no cost to you and send out the correct item as soon as possible.

For change of mind returns or exchanges, return shipping is the customer's responsibility. Once we receive your item, we will cover the cost of sending your replacement or new item back to you.

We strongly recommend using a tracked and insured shipping service for all returns. Please share your tracking number with us once your return has been sent.

Refund Processing

Once your return is received and inspected, refunds are processed within 7 business days. You will be notified via email once your return has been assessed.

Refunds are issued to the original payment method unless store credit is requested. Please note that processing times may vary depending on your payment provider.

Exchanges

Size Exchanges
If you have ordered the incorrect size, we recommend returning the item for a refund and placing a new order once your return is approved. This ensures the fastest resolution.

Incorrect Items
If you receive an incorrect item, please contact us immediately at info@petstorecollective.com. We will arrange a replacement and cover all associated shipping costs at no additional cost to you.

Non-Returnable Items

The following items are not eligible for return:

  • Sale or clearance items (final sale)
  • Gift cards
  • Items without original packaging or tags
  • Used, worn, or damaged items (unless faulty upon arrival)

Faulty or Damaged Items

Please inspect your order upon delivery. If your item arrives faulty, damaged, or incorrect, contact us at info@petstorecollective.com as soon as possible so we can resolve the issue.

Please inspect your order upon delivery. Visible damage or incorrect items must be reported within 7 days of receiving your order. Product faults must be reported within 30 days. Any issues reported outside of these timeframes may not be eligible for a return or replacement.

This policy operates in addition to your rights under the Australian Consumer Law.

Delivery & Address Accuracy

Please ensure your shipping details are correct at checkout. We are not responsible for delays or lost parcels due to incorrect address information provided by the customer.

Delivery timeframes may be affected by factors outside our control, including processing, carrier delays, or extreme weather events.

Product Variations

Please note:

  • Product colours may vary slightly due to screen settings and lighting
  • Minor size variations (up to 1–2cm) may occur due to manual measurement

These variations are considered normal and do not qualify as faults unless significantly different from the product description.

Contact Us

If you have any questions about returns or refunds, please contact us at info@petstorecollective.com. We aim to respond within 1–2 business days and are always happy to assist.

Last updated: 20/07/2026