Returns Policy

Our aim is to make your online shopping experience with us fantastic and as painless as possible. We therefore have an easy returns policy. If you have any questions or concerns before or after placing your order, please feel free to contact us via 02 9629 3282 or onlineorders@kellyvillepets.com.au.

You may return or exchange your order up to fourteen days from the day on which you receive the goods. If you receive any items that are broken or faulty, please contact us in the first instance via phone on 02 8834 0334 or onlineorders@kellyvillepets.com.au. 

If you wish to return your order, you will have to return any items within seven days of when you tell us that you would like to do so and at your own cost for return or exchange as required. You can also return your goods to our store. Please obtain proof of posting as we cannot be held responsible for packages lost on return to us. All goods returned to us must be unused, in their original packaging and in resaleable condition. Should you fail to return such goods to us, we may arrange for their return to you and we will charge you any reasonable expenses incurred in our doing so. In the case of returned orders, payments will be refunded within seven days.

Alternatively, should any goods be unsuitable, we are happy to exchange them or to offer store credit. Should you wish to return any goods for exchange, refund or store credit, you must call or email us in the first instance in order that we may issue a returns authorisation number.

All goods can be returned to the following address by post or in person: -

Kellyville Pets
106B Windsor Rd
Beaumont Hills NSW 2155

Please ensure that all goods returned are suitably packed. We recommend that you insure any goods that are returned to us as we will not be liable for any damage or loss during transit. Please ensure that any goods returned are accompanied by the returns authorisation number and your receipt.


If you return your order in full for a refund, we will refund the original shipping charge to you. Should you return part of your order for refund, we will not refund the original shipping charge. If you return part or the entire order for exchange, we will not refund the original shipping charge however we will ship the replacement goods to you without additional charge.

Please note that, if you return goods that were ordered by another person, any refund due will be made to the person who placed the order.