Refund policy

Returns & Refunds

At GoPetPlace we want you and your pet to be happy with every order. If something isn't right, email us at shop@gopetplace.com.au and we'll sort it out.

There are two kinds of return, and they work a little differently — mainly around who covers the return postage.

1. Faulty, damaged, incorrect or not as described
If your item arrives damaged or faulty, isn't what you ordered, or doesn't match its description, we'll make it right. Depending on the issue you can choose a refund, replacement or repair, in line with your rights under the Australian Consumer Law.

  • We cover the return postage — we'll email you a prepaid label or reimburse your reasonable postage cost.
  • Please inspect your order on arrival and contact us as soon as you spot a problem so we can help quickly. A photo of the fault often speeds things up.
  • This applies to all products, including treats and sale items.

2. Change of mind
Ordered the wrong thing, or it just didn't suit? No problem — we accept change-of-mind returns within 30 days of delivery, provided the item is:

  • unused and unopened, in its original saleable condition, and
  • in its original packaging with any tags attached.

For change-of-mind returns, the return postage back to us is at your cost. Once we've received and inspected the item, we'll refund it to your original payment method.

For hygiene and safety reasons, the following can't be returned for change of mind: opened treats, food or other consumable/perishable items; gift cards; and special or custom orders. (This doesn't affect your rights if any of these arrive faulty — see section 1.)

How to start a return
Email us at shop@gopetplace.com.au with your order number and a quick note on the issue. If your return is accepted, we'll send instructions on where to send it. Please don't send items back before contacting us, as we won't be able to accept them.

Refund timing
We'll let you know once we've received and inspected your return. Approved refunds go back to your original payment method — your bank or card provider may take a few business days to post it to your account.

Your consumer rights
Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that can't be excluded — for a major failure you're entitled to choose a refund or replacement, and for a minor failure we may offer a repair.

Questions? Email shop@gopetplace.com.au — we're happy to help.