Returns & Refunds Policy

At Petfuz, we want you and your pet to love your experience with our products and services. If something is not right, we are here to help.

This Returns & Refunds Policy explains your rights, our return process, and how refunds are handled for purchases made through Petfuz.

1. Change of Mind Returns

Change-of-mind return requests may be submitted within 30 days from the confirmed delivery date of your order and are subject to review and approval by Petfuz.

For activated digital services, linked products, or registered NFC/QR tags, the 30-day period begins from the date of activation, registration, or first use of the service, whichever occurs first.

To be eligible for a return:

• The item must be unused
• The item must be in original condition
• The item must be returned in original packaging
• All included accessories, inserts, manuals, and components must be returned
• Proof of purchase may be required

Customers are responsible for return shipping costs for approved change-of-mind returns.

Original shipping charges paid at checkout are generally non-refundable unless required by law.

Returns sent without prior approval may not be accepted.

2. How to Start a Return

To request a return, please contact:

📧 contact@petfuz.com.au

Please include:

• Your full name
• Order number
• Reason for the return
• Photos of the item where relevant
• Proof of purchase if requested

Once approved, Petfuz will provide return instructions and the return address. Return addresses are only provided after return approval.

3. Refunds

Once your returned item is received and inspected:

• You will be notified by email regarding the outcome
• Approved refunds will be processed to the original payment method where possible
• Please allow approximately 5–7 business days for processing after approval

Refunds generally cover the product purchase price only and do not include original shipping costs unless required by law.

Where appropriate, Petfuz may offer store credit, replacement, repair, or alternative resolutions depending on the nature of the issue and applicable law.

4. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, defective, or not as described:

• Please contact Petfuz within 7 days of delivery
• Petfuz may request photos or additional information to assess the issue
• We may offer a replacement, repair, store credit, or refund depending on the circumstances and applicable law
• Where an item is confirmed to be faulty or incorrectly supplied, Petfuz will generally cover reasonable return shipping costs

5. Non-Returnable Items

The following items may not be eligible for return or refund:

• Used products
• Activated, linked, or registered NFC/QR tags connected to a pet profile
• Personalized or custom-made items
• Items not returned in original condition
• Clearance or final sale items where permitted by law

Petfuz reserves the right to refuse returns that do not comply with this policy.

6. Subscription Services

Where applicable, subscription or premium service fees are generally non-refundable once a billing period has started, unless required by law.

Partial refunds for unused portions of subscription periods are generally not provided unless required under applicable law or approved at Petfuz’s discretion.

Users may cancel future subscription renewals at any time in accordance with the applicable subscription terms.

7. Important Information

Please note:

• Petfuz does not cover return shipping costs for approved change-of-mind returns
• Shipping fees paid at checkout are generally non-refundable
• Return processing times may vary depending on the nature of the request
• Certain returns may require reasonable inspection before approval

8. Australian Consumer Law

Nothing in this policy excludes, restricts, or limits rights or remedies that cannot legally be excluded under Australian Consumer Law or other applicable mandatory laws.

Consumers may be entitled to remedies including repair, replacement, or refund for certain faulty goods or services under applicable law.

9. Contact Us

For returns, refunds, or support inquiries:

Petfuz Australia Pty Ltd
📧 contact@petfuz.com.au
🕒 Monday – Friday, 9am – 5pm AEST

By purchasing from Petfuz, you acknowledge and agree to this Returns & Refunds Policy.