ITEM RETURN POLICY

In case of Change of Mind (or any particular reason), our customers are free to return the item to our warehouse WITHIN 14 DAYS OF DELIVERY. However, please note that said item can be returned with the following terms:

If an item is found to be not defective or faulty, delivery fees for returned items will be charged to the customer.

A full refund will be provided based on the item’s purchase price (delivery charges not included). Customer will also cover 10% of the item’s purchase price as restocking fee.

** The 10% Restocking Fee upon return is reflected in this item’s lower pricing markup and not on Original Price or SRP.

We strongly advise our customers to weigh their option in returning the item(s) especially for bulky or heavy ones as it is a tedious process for both customers and us.

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

Customer is REQUIRED to NOTIFY OUR STORE with his or her intention to return an item WITHIN 14 DAYS AFTER IT HAS BEEN DELIVERED.

Item must be completely repackaged to its original packaging state.  In case that original packaging has been discarded, destroyed or no longer on its reusable state, customer needs to replace the packaging made of similar material (and ideally size) of the original package.

Items returned that have been damaged, and/or tampered with during transit due to improper repackaging will NO longer eligible for refund. It is by customer’s responsibility to ensure that the returned items are securely packed in the same way as they were originally sent.

ALL returned items are subject for inspection and will normally up to a maximum of 5 days to confirm that its condition. Upon successful inspection pass, customer is eligible to be refunded by 90% of the purchase price (10% restocking fee applies) within 5 working days. Refund for Door-to-door delivery charges are NOT INCLUDED.

For further information, kindly visit our TERMS & CONDITIONS page that covers our general business policies.

WHAT IS THE RESTOCKING FEE FOR?

If a customer decides to return a product that is not faulty and in excellent working condition, we will charge 10% restocking fee of the sale price. Exclusion of this fee is ONLY available for customers that have received a defective, or broken item that may either damaged during transit and etc.

SHIPPING FEE FOR RETURNED ITEMS

Any shipping costs paid by or charged to customer to deliver and return item(s) are NON-REFUNDABLE.

SHIPPING POLICY & RESTRICTIONS

Cmisstree Australia sells and ships items only within Australia.

We do not support shipment of items to multiple shipping addresses via single order.

ITEM IS DAMAGED / FAULTY / WRONG / MISSING AN ITEM

We require our customers to provide us clear pictures of any damaged, faulty or wrong products / clear description of the missing part and sending it via email – orders@petgopetsupplies.com.au, along with any details of purchase within 14 days after delivery to process exchange or replacement of item or refund. Normally, our Customer Support team will respond within 2 business days after recipient of said proof along with purchase details.

CHANGE OF MIND POLICY

In cases that customer is unhappy with their purchase, we will accept exchanges or refunds for items that are still in their original condition within 14 days of receiving your order. Please note that a 10% restocking fee will apply.

CANCELLING YOUR ORDER

We’re really quick at packing up our customer’s order which means we can’t cancel once order has been placed. However, customers are allowed to change the delivery option and delivery address WITHIN 2 HOURS after completing their order. We encourage our customer to contact us IMMEDIATELY for any request in delivery alternation via EMAIL orders@petgopetsupplies.com.au or PHONE: 1300 157 708.

REQUESTS FOR REFUNDS

Once we have received and inspected returned items, we will send a confirmation if the refund has been approved. If the returned product is not faulty, a restocking fee will be charged and customer will receive a refund in the form of 90% original payment. 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.

For further questions or clarifications on our refund and/or return policy, kindly reach out to our customer support team at the following business details below:

Phone: 1300 157 708

Email: orders@petgopetsupplies.com.au

Address: 37 Hill Road, Wentworth Point, NSW 2127