Refund and exchange 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.

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 promotions 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.

This policy does not exclude or limit your rights under Australian Consumer Law.

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 compensation for any other reasonably foreseeable loss or damage.