Refund policy

Our policy lasts 30 days from the date of delivery. If 30 days have passed since your purchase, we are unable to offer a refund or exchange.

To be eligible for a return, your item must be unused, in original condition and in original packaging. Proof of purchase is required.

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

Return Shipping

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect due to our error. Shipping costs are non-refundable.

We recommend using a trackable shipping service or purchasing shipping insurance for high-value items. We cannot guarantee receipt of returned items.

Non-Returnable Items

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

• Live animals and live feed
• Perishable goods (including food, plants and fresh salads)
• Gift cards

Live Feed & Perishable Items

Live feed and perishable items are dispatched under strict temperature and delivery conditions. Once dispatched, these items are non-refundable.

We do not accept responsibility for live feed shipped interstate that does not arrive alive or in optimal condition.

Customers must ensure someone is available to receive delivery. Live feed must be brought inside and stored at the correct temperature immediately upon delivery. We are not responsible for deterioration where items are left unattended.

Refunds

Once your return is received and inspected, we will notify you via email regarding approval or rejection.

Approved refunds will be processed to your original payment method within a reasonable timeframe.

Sale Items

Sale items are not eligible for refund 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 compensation for any other reasonably foreseeable loss or damage.