REFUND POLICY

Refund Policy

Petfuz Australia Pty Ltd (“Petfuz”, “we”, “our”, or “us”) wants customers to feel confident when purchasing products and services through petfuz.com.au.

This Refund Policy explains when refunds, replacements, exchanges, or store credits may be available for Petfuz products and services.

Nothing in this Refund Policy excludes, restricts, or modifies rights that cannot lawfully be excluded under the Australian Consumer Law.

1. Eligibility for Refunds

Customers may be eligible for a refund, replacement, exchange, or other remedy where:

• The product is faulty, damaged, defective, or incorrect
• The item arrives significantly different from its description
• Remedies are otherwise required under Australian Consumer Law

For all refund, replacement, or return requests:

• Proof of purchase is required
• Including an order confirmation, receipt, or other valid purchase record

Change-of-mind returns are not automatically guaranteed and are accepted solely at Petfuz’s reasonable discretion.

Where approved, change-of-mind returns may be accepted if:

• The request is submitted within 30 days of delivery
• The item remains unused, unactivated, and unlinked to any pet profile
• The item is returned in original packaging and condition
• All included accessories or materials are returned

2. Non-Refundable Items

Unless otherwise required by applicable law, refunds will generally not be provided for:

• Used, scanned, activated, or linked pet tags
• Products connected to an active pet profile
• Digital products or subscription services already accessed or activated
• Customized or personalized products
• Clearance or final sale items
• Gift cards
• Products damaged through misuse, neglect, or unauthorized modification

For digital services, subscriptions, or activated products, the relevant service period is considered to commence upon:

• Activation
• Account access
• Profile linking
• Subscription commencement
• First use of the relevant service or feature

Shipping fees paid at checkout are generally non-refundable unless required under Australian Consumer Law.

3. Change of Mind Returns

If you wish to request a change-of-mind return:

• Requests should be submitted within 30 days of delivery
• Items must remain unused, unactivated, and in original condition
• Return shipping costs are generally the responsibility of the customer

Original shipping charges are generally non-refundable.

Petfuz reserves the right to refuse change-of-mind returns where returned items:

• Show signs of use
• Are damaged
• Are linked to pet profiles
• Are missing packaging or accessories
• Cannot reasonably be resold as new

4. Faulty, Damaged, or Incorrect Items

If a product arrives faulty, damaged, defective, or incorrect, customers should contact Petfuz as soon as reasonably possible and preferably within 7 days of delivery at:

📧 contact@petfuz.com.au

Customers may be asked to provide:

• Proof of purchase
• Order details
• Photographs of the item and packaging
• A brief description of the issue

Where required under Australian Consumer Law or otherwise approved by Petfuz, we may offer:

• A replacement product
• Repair assistance
• A refund
• Store credit

For approved faulty, damaged, or incorrect items, Petfuz may cover reasonable return shipping costs.

For change-of-mind returns, customers are generally responsible for all return shipping costs.

5. Refund Process

Once a returned product or claim is received and reviewed:

• Customers will be notified of the outcome
• Approved refunds will be processed to the original payment method where possible
• Alternative remedies may be offered where appropriate and agreed

Petfuz reserves the right to decline refund requests where:

• Eligibility requirements are not met
• Misuse is identified
• Fraudulent, abusive, or excessive refund activity is suspected

6. Refund Timeframes

Approved refunds are generally processed within approximately 5–7 business days after approval.

Actual processing times may vary depending on:

• Banks
• Payment providers
• Financial institutions

Petfuz is not responsible for delays caused by third-party payment providers or financial institutions.

7. Subscription Services

Subscription fees are generally non-refundable once the applicable billing period has commenced unless otherwise required under Australian Consumer Law.

Customers may cancel recurring subscriptions before the next billing date to avoid future charges.

Unless required by law:

• Partial refunds for unused portions of subscription periods are generally not provided
• Previously processed subscription charges are non-refundable
• Cancellation does not automatically entitle customers to reimbursement for the current billing period

8. Australian Consumer Law

Nothing in this Refund Policy excludes, limits, or modifies consumer guarantees, rights, or remedies available under the Australian Consumer Law.

Customers may be entitled to:

• A replacement
• Repair
• Refund
• Compensation

Where products or services fail to meet guarantees that cannot lawfully be excluded.

9. Important Conditions

Customers must not return products without first contacting Petfuz for return instructions.

Petfuz reserves the right to:

• Inspect returned products before approving refunds
• Refuse returns that do not meet eligibility requirements
• Limit or refuse refund requests where abuse, misuse, fraud, or suspicious activity is identified

Products linked to active pet profiles may become permanently associated with those profiles and may not be eligible for reuse, transfer, or resale.

10. No Guarantee of Pet Recovery

Petfuz products are intended to assist in pet identification and improve the likelihood of reconnecting lost pets with their owners.

However, Petfuz does not guarantee:

• Successful pet recovery
• Uninterrupted service availability
• Successful scan notifications
• The return or safety of any pet

11. Contact Us

For refund requests or questions regarding this Refund Policy, please contact:

Petfuz Australia Pty Ltd
📧 contact@petfuz.com.au
🌐 petfuz.com.au