Critter Guarantees

Pet guarantees

Critter Guarantees

At Kellyville Pets, our commitment to your critter doesn't end at the checkout - it runs for the life of your pet. Together, our 14-day health guarantee and lifetime rehoming policy cover everything that applies when you bring home a critter from us.

On this page

• 14-Day Health Guarantee
• Lifetime Rehoming
• Our approach

1. 14-Day Health Guarantee

Every critter you bring home comes with our 14-day health guarantee - our commitment to standing behind the health of the animals we sell, and to supporting you as you set up a safe, healthy environment for your new pet.

What's guaranteed

Every critter we sell is in good apparent health and suitable for sale at the time it leaves our store. If your critter is found to have an illness, health condition, or defect that was present at the time of purchase, Kellyville Pets will offer an exchange or a refund, limited to the original purchase price of the animal.

This guarantee applies for 14 days from the date of purchase.

To be eligible, we require that:

• your critter has an appropriate enclosure and setup from the time it leaves our store;
• you follow the care and husbandry guidance we provide for your critter's species; and
• you can provide proof of purchase.

These conditions exist because a critter's health is closely tied to its environment and care from day one, and getting the setup right makes a genuine difference to its wellbeing. They're not about catching anyone out - they're about making sure every critter gets the best possible start.

What isn't covered

This guarantee doesn't extend to:

• veterinary bills or other costs incurred in getting your pet assessed or treated;
• illness, injury, or changes in condition caused by husbandry, handling, or environmental factors after purchase;
• natural lifecycle changes, including species with a naturally short lifespan; or
• any amount above the original purchase price of the animal.

This guarantee sits alongside, not instead of, your ongoing responsibility to provide an appropriate enclosure, diet, and care once your critter is home.

Making a claim

If you're worried your critter is unwell, please get in touch as soon as possible - the sooner we hear from you, the sooner we can help.

When you reach out, it helps to have on hand:

• your proof of purchase and purchase date;
• a description of what you've noticed;
• any relevant documentation, if you've sought professional advice; and
• details of your critter's enclosure setup, including temperature, humidity, and care routine.

We'll talk you through what happens next, which may include asking you to bring your critter in so we can take a look. If your claim is accepted, we'll offer you an exchange or a refund up to the purchase price - please note that veterinary costs aren't something we're able to cover. Refunds are issued via your original payment method; if that payment method is no longer active, please let us know as soon as possible so we can arrange another way to process your refund. Keeping your payment method valid until your claim is finalised is your responsibility, and we're not able to take responsibility for delays this causes, though we'll always work with you to find a solution.

If your critter has passed away within the 14-day period, we're so sorry for your loss. Where this was the result of an illness, health condition, or defect covered under this guarantee, the same outcome applies - an exchange or a refund up to the purchase price. Where possible, we'd ask that you bring your critter in to us so we can understand what happened, though we understand this isn't always possible, and we'll work with you regardless.

2. Lifetime Rehoming

Life circumstances change, and sometimes a much-loved pet can no longer stay in the home they started in. Kellyville Pets is here to help for the life of your critter, not just the first few weeks - so if you're ever unable to continue caring for a pet you bought from us, or it turns out not to be the right fit for your home, please reach out and we'll work through the options together.

What this policy offers

This is a welfare-support commitment, not a refund or exchange policy - that applies whatever the reason, whether your circumstances have changed or your critter just isn't working out as a pet for your home. If you're no longer able to care for your critter, or don't feel it's the right fit, at any point after purchase, we'll help you work towards an appropriate next step for your pet. There's no minimum waiting period - this applies from the moment your critter leaves our store.

How it works

What we ask of you

We require that:

• you contact us before making other rehoming arrangements, so we can support you; and
• you let us know about any care needs or enclosure requirements your critter has, so we can find the right fit for their next home.

A few important notes

• This policy doesn't provide a refund or exchange - it's about finding the best outcome for your pet's welfare.
• Whether we can accept a critter for rehoming, and what that looks like, depends on their health, species, and the space available with us at the time.
• Please don't release your critter into the wild - it's illegal and can be genuinely harmful, both to your critter and to the local environment. This is exactly what this policy is here for, so please reach out to us instead.

If you're facing a change in circumstances, please reach out and we're glad to help you find the right path forward - though if you're confident arranging a suitable new home yourself, that's absolutely fine too.

Our approach