Puppy Guarantees

Pet guarantees

Puppy Guarantees

At Kellyville Pets, our commitment to your puppy doesn't end at the checkout - it runs for the life of your pet. Together, our 14-day health guarantee, 3-year genetic guarantee, 7-day cooling-off period, and lifetime rehoming policy cover everything that applies when you bring home a puppy from us.

All of our puppies come from breeders who are registered and inspected under RSPCA and/or Animal Welfare League standards, giving you confidence in where your puppy comes from. Every puppy is also microchipped in our breeder's name prior to sale, for full traceability - please remember to transfer this into your own name as soon as possible once your puppy is home. Alongside the guarantees below, we'd also encourage you to consider pet insurance for your puppy's ongoing care.

On this page

• 14-Day Health Guarantee
• 3-Year Genetic Health Guarantee
• 7-Day Cooling-Off Period
• Lifetime Rehoming
• Our approach

1. 14-Day Health Guarantee

If your puppy is found to have an illness - caused by a virus, bacteria, fungus, or parasite - that was present at the time of purchase, we'll cover the cost of treatment, or offer an exchange, up to the original purchase price of the puppy. We reserve the right to have this treatment carried out by a veterinarian we recommend, to make sure your puppy gets consistent, appropriate care.

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

To be eligible, we require that:

• you have your puppy examined by a veterinarian within 72 hours of purchase - this initial check is complimentary, and is essential for us to confirm whether an illness was present at the time of purchase;
• you sign up to the complimentary 4-week pet insurance offered with your puppy; and
• you can provide proof of purchase.

If this 72-hour check isn't completed, we're not able to confirm whether an illness was present at the time of purchase, so this guarantee won't apply.

These conditions exist so we can properly understand and assess what's happened, and make sure every puppy gets the best possible start.

Included with your puppy

What isn't covered

This guarantee doesn't extend to:

• injuries or accidents after purchase;
• health issues caused by poor nutrition, an unhealthy environment, or a lack of routine care;
• parasitic, viral, bacterial, or fungal infections that first appear more than 14 days after purchase;
• veterinary visits or treatment unrelated to confirming or treating a covered illness; or
• any amount above the original purchase price of the puppy.

Beyond what's needed to confirm and treat a covered illness, ongoing veterinary visits aren't automatically included under this guarantee - though depending on the circumstances, we may in some cases choose to help with these at our discretion.

This guarantee sits alongside, not instead of, your ongoing responsibility to provide appropriate care, nutrition, training, and routine veterinary treatment once your puppy is home.

Making a claim

If you're worried your puppy 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;
• written veterinary confirmation of the illness, obtained within 72 hours of purchase;
• confirmation that you've signed up to the complimentary 4-week pet insurance offered with your puppy; and
• a description of what you've noticed.

We may ask for an additional or alternative veterinary opinion to support your claim, and may ask that further assessment or treatment happens through one of our preferred veterinarians. If your claim is accepted, we'll cover the cost of treatment - carried out by a veterinarian we recommend - or offer an exchange, up to the purchase price of your puppy.

If your puppy has passed away within the 14-day period, we're so sorry for your loss. Where this was the result of an illness 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 puppy 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. 3-Year Genetic Health Guarantee

Alongside our 14-day health guarantee, Kellyville Pets provides a 3-year genetic guarantee for every puppy we sell, covering genetic disorders that seriously affect your puppy's life.

If a veterinarian diagnoses your puppy with one of the genetic conditions listed below, confirms it's genetic or developmental in origin - rather than caused by injury or environment after purchase - and that it significantly affects its quality of life or life expectancy, we'll refund up to the original purchase price of the puppy. Many of these conditions, such as hip and elbow dysplasia, develop gradually and may show no signs at all when your puppy is young, so we don't require that the condition was visibly apparent or diagnosable at the time of purchase - only that your vet can confirm it's congenital or hereditary in nature.

This guarantee applies for 3 years from the date of purchase, and specifically covers:

• clinically significant luxating patella;
• heart murmur and other congenital heart abnormalities;
• hip dysplasia;
• elbow dysplasia;
• congenital liver shunts;
• hernias, including umbilical or inguinal hernias; and
• developmental eyelid abnormalities, including entropion (inward-rolling eyelids) and ectropion (outward-rolling eyelids).

To be eligible, we require that you can provide proof of purchase, and that any recommended treatment or surgical intervention is carried out by a veterinarian we've approved or recommended, to ensure consistency with our standards of care. We reserve the right to seek a second opinion.

What isn't covered

This guarantee doesn't extend to:

• any condition other than the seven listed above;
• breed-specific illnesses, such as breathing difficulties in brachycephalic (flat-faced) breeds;
• allergies;
• injuries;
• health issues caused by poor nutrition or an unhealthy environment;
• parasitic, viral, bacterial, or fungal infections that first appear more than 14 days after purchase;
• cancer;
• behavioural issues;
• veterinary bills or other costs incurred in getting your puppy assessed or treated; or
• any amount above the original purchase price of the puppy.

This guarantee is a refund entitlement rather than an exchange, reflecting that these are lifelong conditions - not something a replacement puppy would resolve.

Because this guarantee is limited to your puppy's original purchase price, and treatment for some genetic conditions can cost more than that, we'd strongly recommend maintaining pet insurance for your puppy. It isn't a requirement of this guarantee, but it can help cover the gap if veterinary costs go beyond what we're able to refund.

Behavioural health

Behavioural issues aren't covered under this guarantee, but they're often very manageable with the right early support. We'd strongly recommend enrolling your puppy in puppy preschool or a structured training program - our Puppy Masterclass is a great place to start if it was included with your purchase, and our team is always happy to point you toward other resources too.

Making a claim

If a veterinarian identifies a condition you think may be covered, please get in touch as soon as you're able.

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

• your proof of purchase and purchase date;
• written veterinary confirmation of the condition, including its likely genetic or developmental origin and its expected impact on your puppy's quality of life or life expectancy; and
• your puppy's veterinary history.

We may ask for an additional or alternative veterinary opinion to support your claim, and may ask that further assessment happens through one of our preferred veterinarians. If your claim is accepted, we'll refund up to the purchase price of your puppy - please note that veterinary costs aren't something we're able to cover.

3. 7-Day Cooling-Off Period

We want you to feel completely confident in your decision to bring a puppy home. If your circumstances change in the days right after purchase, our 7-day cooling-off period gives you a way to reconsider, with your puppy's wellbeing looked after throughout the process.

How the cooling-off period works

If your new pet isn't the right fit for your household - whether that's simply not working out the way you expected, or something in your household circumstances has changed - you can return your puppy within 7 days of your purchase.

Your refund is calculated based on when you return your pet:

Return timing	Refund amount
Days 1-3 from purchase	70% refund
Days 4-7 from purchase	50% refund

The 7 days are counted in full calendar days, not from the exact time you bought your pet. For example, if you buy your puppy on a Monday, returning any time from Tuesday through to Thursday counts as Days 1-3, and returning any time from Friday through to the following Monday falls within Days 4-7.

This cooling-off period applies to your puppy itself only. Any products or accessories purchased alongside your pet - such as crates, bedding, or food - are subject to our standard returns policy rather than this guarantee.

Conditions of return

We require that:

• you contact us before bringing your puppy back, so we can guide you through the process;
• your puppy is returned in the same health and condition as at the time of purchase; and
• you bring all original paperwork and proof of purchase with you.

We may need to decline a return where, since purchase, your puppy has sustained an injury, shown signs of contagious illness, experienced a serious decline in health or appetite, developed aggression, or lost condition due to its care after leaving our store.

Our focus here is the health and wellbeing of your pet, and of the other animals in our care. Where a return under this policy isn't possible, we're always happy to work with you to find another way forward together. If more than 7 days have passed, our Lifetime Rehoming policy below may also be able to help.

How to return your puppy

4. 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 dog, not just the first few weeks - so if you're ever unable to continue caring for a pet you bought from us, 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. If you're no longer able to care for your dog, at any point after purchase, we'll help you work towards an appropriate next step for your pet.

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
• the microchip is transferred directly to your dog's new owner, once confirmed.

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 dog for rehoming, and what that looks like, depends on their age, health, temperament, and the space available with us at the time.
• Please don't release or abandon your dog to fend for itself - this is illegal under NSW animal welfare law and can be genuinely harmful, both to your dog and to the community and local wildlife. 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. Either way, we'd appreciate you letting us know once your dog has been rehomed, so we can update our records rather than assume they're still in your care.

Our approach

Looking for the guarantees that apply to a different pet? View all our pet guarantees.