You may return any new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item).
If the product is defective or damaged in transit, return the product within 30 days and we will refund your return freight costs and cover the costs of delivering any replacement product you.
We cannot cancel orders once they have been dispatched, please see our returns policy on how to receive a refund if this has occurred.
Faulty or defective products
If you receive a faulty product from us, please return it to us within 30 days of purchase. If we agree that the product is faulty and unlikely to have occurred through abnormal use, we will replace the product with an identical product.
If we are unable to provide you with an identical product, we will refund the purchase price and delivery fee.
How do I return a product?
Please email firstname.lastname@example.org with your name, contact details and invoice number & details. Then either organise to return the product by courier or Australian Post. If the original issue was covered above (as defective, damaged in transit, or faulty), we will refund you the costs you incur in returning the stock to us.
If you require further assistance please contact us by phone 02 8517 3914
What are my rights under the Australian Consumer law?
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Petking adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The timeframes set out in this policy are considered fair and reasonable given the types of products sold.