Refund policy

You are free to return this item for any reason (including change of mind) within 7 days of delivery, however, please note that this item can be returned for either:

(i) The return delivery charges will be applied to you if the item is not faulty.

(ii) A refund of 100% of the item's purchase price (excluding delivery charges) will be issued once the returned goods are checked by the warehouse.

Please choose carefully. Returning bulky items is a tenuous affair for customers and retailers alike.

Please familiarize yourself with the following conditions as they are central to our service and strictly observed:

  • You must notify us of your intention to return an item within Seven (7) days after you received the item.
  • The item must be completely re-packaged to its original wrapped & packaged state, ready for re-sale;
  • If you discard, destroy, or are unable to re-use the original packaging due to misadventure suffered by it whilst, in your care, you must replace the packaging with the same or similar materials. Items returned that have been damaged in transit due to incorrect re-packaging will not be refunded. It is your responsibility to ensure that returned items are packaged in the exact same way as they were originally sent;
  • All returned items are inspected to ensure the above (please allow 5 days);
  • Upon successful inspection pass, you will be refunded 100% of the purchase price within 5 working days.
  • For further information, read our TERMS & CONDITIONS in full.

Return shipping fee:

Any shipping costs paid by you or charged to you are non-refundable.

Shipping Restrictions

The sells and ships items only within Australia.

We do not support shipping items in a single order to multiple shipping addresses.


Please provide us clear pictures of any damaged, faulty or wrong products / clear description of the missing part and contact us via email, along with any details of your purchase, for an exchange or refund within 7 days if the purchase is within warranty period.

Please allow up to 2 hours for a response from our Customer Service team during working days.


If you are unhappy with your purchase, we will accept exchanges or refunds for items that are still in their original condition within 7 days of receiving your order. Please note that you will be responsible for covering the return shipping fee in this case.


We're really quick at packing your order up which means we can't cancel once you've placed it. However, you are allowed to change the delivery option and delivery address within 2 hours after completing your order. Please contact us as soon as possible for any alternation - via / Wechat: petail688


Once we have received and inspected your return, we will notify you and let you know if the refund has been approved. Please keep in mind that it will also take some time for your bank or credit card company to process and post the refund. Please allow 3-5 business days for the refund to be fully processed.

​If you have any further questions on how to do this please reach out to our customer support team at


Phone: 0435 094 217 (Message only)


Wechat: petail688

Instagram: petail.petshop

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