Refund and exchange policy

Returns & refunds

Returns made easy

Last updated: 24 August 2026

Sometimes an order needs to come back. Here's exactly how it works, what's covered, and how to get it sorted fast. For a change of mind, incorrect size or similar reasons, our returns window lasts 30 days from the date of delivery — if 30 days have passed since delivery, we're unable to offer a change-of-mind refund or exchange. This 30-day window doesn't limit your rights under the Australian Consumer Law: if an item is faulty, unsafe or not as described, those guarantees apply regardless of how long you've had it.

In short

For change of mind, you have 30 days from delivery to return an item that is unused, in original condition and packaging, with proof of purchase. Return in store or by post. Faulty or incorrect items are returned at our cost, and your Australian Consumer Law rights for those apply regardless of the 30-day window. Live animals, live feed, perishables and gift cards can't be returned for change of mind, though Australian Consumer Law guarantees still apply.

On this page

How to return an item

Four steps from "this isn't right" to sorted. If anything's unclear, call us — we'd rather talk it through than have you guess.

  1. Contact us within 30 days for a change of mind. Call (02) 8834 0334 or send us a message so we can confirm the best option for your return. If an item is faulty or not as described, get in touch any time — your Australian Consumer Law rights aren't limited to the 30-day window.
  2. Pack it up. Unused, in original condition and original packaging, with your order number and proof of purchase included.
  3. Post it or drop it in store. Generate a label through our Australia Post returns portal, or bring it to Beaumont Hills during business hours.
  4. We inspect and resolve. Once it's back with us we'll inspect it and issue your refund, store credit or exchange, and email you either way.

Two ways to return

Return in store

Kellyville Pets, 1–15 Millcroft Way, Beaumont Hills NSW 2155, Australia. Drop in during business hours with your item and proof of purchase — refunds are still processed back to your original payment method.

Return by post

Generate (and pay for, where required) an Australia Post label through our returns portal, then drop the parcel at any post office or post box. Include your order number and any relevant details in the parcel, and make sure everything is securely packed.

Faulty or damaged? Talk to us first

Contact us before sending anything back. For faulty items we cover the cost of return shipping and arrange a replacement or refund once the item has been inspected.

What can and can't be returned

To be eligible for a return

  • Returned within 30 days of delivery, including change of mind
  • Unused and in original condition
  • In its original packaging
  • Accompanied by proof of purchase

Non-returnable items

The following cannot be returned unless required under Australian Consumer Law:

  • Live animals and live feed
  • Perishable goods, such as plants and fresh salads
  • Gift cards
  • Sale items returned for change of mind

Dog and cat food isn't covered by our standard change-of-mind returns, but food from participating brands may be eligible for our palatability guarantee below.

Pet food palatability guarantee

We know pets can be fussy eaters — this guarantee covers the food itself, separately from our standard 30-day returns process above.

If your dog or cat won't eat a bag or can of food from one of our participating brands, you can return the opened product for a refund or exchange within 14 days of purchase, provided at least three-quarters of the product remains. Contact us to check whether your brand is included.

Please bring or send back the remaining product along with your proof of purchase. Return shipping for this guarantee is the customer's responsibility.

This guarantee is offered in addition to, and does not limit, your rights under the Australian Consumer Law if a product is faulty, unsafe or not as described.

Refunds, shipping & live feed

Refunds

Once your return is received and inspected we'll email you to confirm whether it's approved or rejected. Approved refunds are processed back through your original payment gateway — if you paid with PayPal, the funds go back to that PayPal account.

Returns made in store are still refunded online via the original payment method. We aim to process approved refunds within 5 business days of your return arriving with us, and returned funds may then take up to a further 5 business days to clear, depending on your bank or payment provider.

If a purchase was made with Afterpay, the refund is deducted from the balance owing on that transaction. Where the refund is greater than the balance still owing, the extra is returned to the bank account linked to your Afterpay account.

Return shipping

Return shipping is the customer's responsibility unless the item is faulty or incorrect due to our error. Original shipping charges are non-refundable and won't be credited for change-of-mind returns.

We recommend a trackable shipping service, or shipping insurance for high-value items — we cannot guarantee receipt of returned parcels. If you're exchanging, the replacement is shipped to you at no extra cost where it carries a comparable shipping charge.

If a faulty item is returned and a refund is agreed, the portion of your original shipping charge allocated to that item is refunded too. Any refunded shipping charge is at our discretion — contact us before posting if you'd like confirmation.

Live feed & perishable items

Live feed and perishable items are dispatched under strict temperature and delivery conditions. Once dispatched, these items are non-refundable for change of mind, except as required under the Australian Consumer Law.

To the maximum extent permitted by the Australian Consumer Law, we are not responsible for live feed shipped interstate that does not arrive alive or in optimal condition due to circumstances outside our control. Please make sure someone is available to receive the delivery — live feed must be brought inside and stored at the correct temperature immediately. We are not responsible for deterioration where items are left unattended.

Promotions & sale items

Buy One Get One Free promotions

From time to time Kellyville Pets may offer Buy One Get One Free promotions, also referred to as BOGOF offers. These allow customers to purchase one eligible item and receive a second eligible item free, subject to the terms of the individual promotion. Unless otherwise stated, the free item will be the lower-priced item in the transaction.

BOGOF items may be returned or exchanged in line with our standard returns policy, provided the items are unused, in original condition, in original packaging, and returned with proof of purchase. Where a customer returns or exchanges one item from a BOGOF transaction, the original promotion will be recalculated. This means the remaining item may be charged at its original selling price, and any refund, exchange value or additional amount payable will be based on the revised transaction total.

If the free item is returned for a refund; both items from the original BOGOF transaction must be returned. The paid item may then be reprocessed at its original selling price. In this case, no refund will be payable where the customer keeps the paid item.

If the paid item is returned for a refund and the customer keeps the free item; the free item will be charged at its original selling price. Any refund payable will be the difference between the original amount paid and the original selling price of the item being kept.

If an item from a BOGOF transaction is exchanged; the original transaction may be reversed and reprocessed so that the promotion is applied correctly to the replacement item. If the replacement item is more expensive than the item being exchanged, the customer may need to pay the difference. If the replacement item is cheaper, any refund or exchange value will be calculated based on the revised BOGOF transaction.

BOGOF offers cannot be used in conjunction with any other offer, discount, coupon or promotion unless otherwise stated.

Sale items

Sale items are not eligible for change-of-mind refunds or exchanges, unless required under Australian Consumer Law.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.

Frequently asked questions

What should I do if my order has arrived broken or damaged?

Despite our best efforts to pack every order with care, parcels can have a rough journey and arrive broken or in less than perfect condition. If this happens, contact us as soon as possible so we can discuss a replacement or refund. Please note you may be asked to provide a photo of the damaged parcel and/or product so we can arrange a solution.

What should I do if a product I have received is faulty?

Contact us as soon as possible. In most cases we'll need the product returned to us, and we'll cover the cost of return shipping. Once it's back, our team will inspect and test it. If it's found to be functional it will be resent to you; if confirmed faulty, a replacement or refund will be issued.

Can I return an item that is unsuitable, an incorrect size or no longer required?

Of course. You may return any purchase that is unused, in original packaging and in re-sellable condition within 30 days of delivery. Such items are returned at your own cost. Once they arrive back with us we can arrange a store credit or exchange. Refunds are not issued for change of mind, and original shipping charges are not refunded or credited. If you choose an exchange, the replacement is shipped to you at no extra cost.

Replacement items are not reserved while we wait for your original purchase to arrive, and may go out of stock. To avoid this — or if you need the replacement quickly — we suggest purchasing it separately, and we'll refund the original product once it reaches us.

How can I return an item back to your store?

Orders can be returned in store during business hours, or posted to us at 1–15 Millcroft Way, Beaumont Hills NSW 2155. If posting a return, include your order number and any other relevant information in the parcel, and make sure items are securely packed.

Postage labels can be generated (and paid for if required) through our Australia Post returns portal, then dropped at any post office or post box. Australia Post has restrictions on maximum parcel weight and length. If your order was sent with an alternative courier, Australia Post may not be able to handle the return — contact us for help.

If I return an item, will my shipping be refunded?

If an item is returned due to change of mind or an incorrect size being purchased, original shipping charges are not refunded or credited. If you opt for an exchange, the replacement is shipped at no extra delivery cost where it has a comparable shipping charge.

If a faulty item is returned and a refund is agreed, the portion of your original shipping charge allocated to the faulty item is also refunded. Any refunded shipping charge is at our discretion — contact us before posting if you'd like more information.

How will I receive my refund and how long will it take?

Refunds are processed through your original payment gateway — for example, a PayPal purchase is refunded back to that PayPal account. Returns made in store are still refunded online via the original payment method. We aim to process your refund within 5 business days of your return arriving back with us. Returned funds may then take up to a further 5 business days to clear, depending on your bank or payment provider.

Can I return an order that was purchased with Afterpay?

Yes. If a purchase was made via Afterpay and we issue a refund, it is deducted from the balance owing on that transaction. If your refund is greater than the balance still owing, the additional funds are returned to the bank account linked to your Afterpay account.

Can I return live animals, live feed or perishable items?

No. Live animals, live feed, perishable goods (such as plants and fresh salads) and gift cards cannot be returned unless required under Australian Consumer Law. Live feed is dispatched under strict temperature and delivery conditions and is non-refundable once dispatched.

What if my dog or cat won't eat their food?

Food from certain brands is covered by our pet food palatability guarantee: bring back or post the opened product, with at least three-quarters remaining and your proof of purchase, within 14 days of purchase, for a refund or exchange. Return shipping for this guarantee is at your own cost. Contact us to check whether your brand is included.

Still need a hand?

Didn't find the answer you needed?

Give us a call on (02) 8834 0334, or send us a message through our contact page.

Return address

Kellyville Pets
1–15 Millcroft Way
Beaumont Hills NSW 2155
Australia

Kellyville Pets — proudly independent and locally owned for over 40 years.