PetzMatter Policy

Refund Policy

Refund Policy

Last Updated: March 5, 2026

At Pets Paradise, we want you and your pets to be completely satisfied with your purchase. If you're not happy with your order, we're here to help with our straightforward refund and return policy.

30-Day Return Window

You may return most items within 30 days of delivery for a full refund or exchange. Items must be in their original condition, unopened, and in original packaging with all tags attached.

Eligible Items for Return

  • Unopened pet food and treats
  • Unused toys and accessories in original packaging
  • Pet care products with intact seals
  • Beds, carriers, and other pet supplies in new condition

Non-Returnable Items

For health and safety reasons, the following items cannot be returned:

  • Opened or used pet food and treats
  • Grooming products that have been opened or used
  • Items marked as final sale or clearance
  • Personalized or custom-made products
  • Prescription medications or supplements

How to Initiate a Return

  1. Contact our customer service team at support@petsparadise.com.au within 30 days of receiving your order
  2. Provide your order number and reason for return
  3. We'll send you a return authorization and instructions
  4. Pack the item securely in its original packaging
  5. Ship the item back using the provided return label or your preferred carrier

Return Shipping Costs

  • Change of Mind: Customer is responsible for return shipping costs
  • Faulty or Incorrect Items: We'll cover all return shipping costs and provide a prepaid return label
  • Damaged in Transit: We'll arrange collection at no cost to you

Refund Processing

Once we receive and inspect your return:

  • Approved returns are processed within 5-7 business days
  • Refunds are issued to your original payment method
  • Please allow 7-10 business days for the refund to appear in your account
  • You'll receive an email confirmation once your refund has been processed

Exchanges

If you'd like to exchange an item for a different size, color, or product, please contact us. We'll process your exchange as quickly as possible, subject to stock availability.

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us within 48 hours of delivery
  • Provide photos of the damage or defect
  • We'll arrange a replacement or full refund immediately
  • No need to return the damaged item unless requested

Wrong Item Received

If we've sent you the wrong item, we sincerely apologize! Contact us immediately and we'll send the correct item at no additional cost and arrange collection of the incorrect item.

Australian Consumer Law

Our refund policy operates in addition to your rights under Australian Consumer Law. You are entitled to a refund or replacement if goods are faulty, not as described, or not fit for purpose. These rights cannot be excluded.

Contact Us

If you have any questions about our Refund Policy or need assistance with a return, please contact us:
Email: support@petsparadise.com.au
Phone: +61 (0)2 1234 5678
Business Hours: Monday - Friday, 9:00 AM - 6:00 PM AEST