At Petxyclopedia, we strive to ensure your complete satisfaction with your purchase. However, if you are not satisfied with your item (we truly hope you are happy with your purchase), please contact us at info@petxyclopedia.com.au as soon as possible so that we can assist you in addressing any issues with the purchase.
Our aim is to provide excellent customer service and address your concerns promptly. We understand that occasionally a product may not meet your expectations, and we want to make sure you are completely confident in your purchase.
We have a 14-day return policy, which means you have 14 days from the date of receiving your item to request a return. To be eligible for a return, please ensure that your item meets the following criteria:
Condition: The item must be in the same condition as when you received it. It should be unused, undamaged, and in its original packaging. Please handle the item with care until you have decided to keep it.
Proof of Purchase: You will need to provide the receipt or proof of purchase to initiate the return process. This helps us verify the transaction and ensure a smooth return experience for you.
To request a return, please contact us at the email address mentioned above, and we will provide you with instructions on how and where to send your package. Please note that we cannot accept returns if the item has been sent back to us without prior authorization.
Please be aware that you are responsible for covering the shipping costs associated with returning the item. We recommend using a registered or tracked postage service for the return shipment and suggest pre-paying all postage fees. Additionally, we strongly advise you to insure your parcel to protect against any loss, theft, or damage that may occur during transit. If you choose not to insure the package and it is lost or damaged in transit, we will not be held responsible.
Once we receive your returned item and verify its eligibility for a return, we will proceed with the necessary steps to process your refund or exchange, as per your preference.
We appreciate your understanding of our return policy and hope to make your shopping experience at Petxyclopedia as pleasant as possible.
If you have any further questions or require clarification, please do not hesitate to reach out to us on info@petxyclopedia.com
Conditions
Here are some key points regarding our Money Back Guarantee:
- The guarantee only applies to the first online order. Additional orders of the same product are excluded.
- Refunds or exchanges must be requested within 14 days of the purchase date.
- For products bought from a retail store, returns should be made to the original store of purchase for a refund or exchange.
- The Money Back Guarantee covers the total amount paid for your order. However, return shipping costs are the customer’s responsibility.
- The guarantee is applicable only to orders delivered within Australia and does not apply to international purchases.
- We unfortunately cannot accept returns on products purchased on sale products.
Exceptions:
Please be aware that our Return and Refund Policy does not cover the following scenarios:
- Products that have been used or altered beyond their original condition.
- Products purchased from unauthorized resellers or third-party platforms.
In such cases, we reserve the right to refuse a refund or return.