Small Animal Guarantees

Pet guarantees

Small Animal Guarantees

At Kellyville Pets, our commitment to your small animal doesn't end at the checkout - it runs for the life of your pet. Together, our 14-day health guarantee, 7-day cooling-off period, and lifetime rehoming policy cover everything that applies when you bring home a rabbit, guinea pig, rat, or mouse from us.

On this page

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

1. 14-Day Health Guarantee

Every small animal 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 settle your new pet into its home.

What's guaranteed

If your small animal 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 small animal went home with the diet we recommended;
• your small animal travelled home in a secure, appropriate carrier;
• you can provide proof of purchase; and
• if we ask, you're able to show that your animal has suitable housing.

These conditions exist because the first two weeks matter enormously to a small animal's health, and the way a pet is fed, carried, and housed in that time makes a genuine difference to its wellbeing. They're not about catching anyone out - they're about making sure every animal 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 housing, diet, handling, or environmental factors after purchase; or
• any amount above the original purchase price of the animal.

This guarantee sits alongside, not instead of, your ongoing responsibility to provide appropriate care, housing, diet, and handling once your small animal is home.

Making a claim

If you're worried your small animal 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 veterinary documentation, if you've sought veterinary advice; and
• details of your pet's housing, diet, and care routine.

We'll talk you through what happens next, which may include asking you to bring your small animal 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 small animal 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 small animal 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. 7-Day Cooling-Off Period

We want you to feel completely confident in your decision to bring a small animal 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 small animal'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 small animal 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 small animal 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 small animal itself only. Any products or accessories purchased alongside your pet - such as enclosures, food, bedding, or equipment - are subject to our standard returns policy rather than this guarantee.

Conditions of return

We require that:

• you contact us before bringing your small animal back, so we can guide you through the process;
• your small animal 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 small animal has sustained an injury, shown signs of contagious illness, experienced a serious decline in health, developed aggression or handling difficulties, or lost condition due to appetite loss linked 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 small animal

3. 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 small animal, 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 small animal, 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
• you let us know about any behavioural traits or care needs your small animal 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 small animal for rehoming, and what that looks like, depends on their health, temperament, and the space available with us or our rehoming partners at the time.
• Please don't release your rabbit, guinea pig, rat, or mouse into the wild - it's illegal and can be genuinely harmful, both to your pet 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. Either way, we'd appreciate you letting us know once your small animal has been rehomed, so we can update our records rather than assume they're still in your care.

Our approach