Refund policy

Returns

We want you and your pet to be happy with your purchase. If you change your mind, you may return an item within 30 days after the day you receive it, provided the item is unused, in its original condition and in its original packaging. Please keep your proof of purchase.

To start a return, contact us first at accountmannger@petslove.online. Please do not send items back without contacting us first — we will confirm whether your item is eligible and provide the correct return address and instructions. Return addresses for international orders are confirmed by email for each return.

After we receive and inspect the returned item, we will let you know whether your refund is approved. If approved, the refund will be issued to your original payment method within 10 business days. Depending on your payment provider, it may take additional time for the refund to appear in your account.

For change-of-mind returns, you are responsible for the cost of return shipping. If an item is faulty, damaged or incorrect, we will cover reasonable return shipping costs — please contact us before returning it so we can arrange this with you.

Damaged, defective or incorrect items

Please inspect your order when it arrives. If an item is damaged, defective or not what you ordered, contact us at accountmannger@petslove.online as soon as possible and include your order number and, if possible, a photo of the issue. We will arrange a repair, replacement or refund in accordance with your legal rights.

Your statutory rights — Australia

Our goods come with guarantees that cannot be excluded under the 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. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The 30-day change-of-mind period in this policy is a voluntary policy offered by Pet's Love and does not limit your rights under the Australian Consumer Law.

Your statutory rights — New Zealand

Under the New Zealand Consumer Guarantees Act, goods must be of acceptable quality, fit for purpose, and match their description. If goods do not meet these guarantees, you are entitled to a repair, replacement or refund as provided by that Act.

The 30-day change-of-mind period in this policy is a voluntary policy offered by Pet's Love and does not limit your rights under the New Zealand Consumer Guarantees Act.

Your statutory rights — United States and Canada

Nothing in this policy limits any rights you have as a consumer under the mandatory laws of your country or province/state of residence.

Exchanges

If you would like a different size, colour or variant, contact us at accountmannger@petslove.online and we will help you arrange a return of the original item and a new order for the item you want.

Cancellations

If you contact us before your order has been dispatched, we will cancel it and refund you in full to your original payment method. Once an order has been dispatched, it cannot be cancelled and should be returned using the process above after delivery.