At Pets Domain, we strive to provide our customers and their pets with quality products at everyday low prices.

We understand that there may be a time when you need to return a purchase from us.

We want to make returning or exchanging an item with us as simple as possible.

All items that are purchased in-store must be returned to the store you purchased the item from, whereas items purchased online need to be discussed with our Online Team.

Please follow the procedures below to ensure your item can be returned.

In-Store Returns

Please return to the store you originally purchased your item from with proof of purchase to complete your return.

Please do not send your purchase back to the manufacturer, unless it is requested for you to do so.

Pets Domain will organise repair, exchange or provide a refund, providing the goods you have purchased are:

• Faulty or have become so through no fault of your own and are therefore not fit for their stated purpose advised by our staff.
• Have defects that were not brought to your attention or obvious at the time of purchase.
• The product did not match the store sample.

Medicated Products – Refunds are only considered if the product integrity seal remains undamaged.

Change your mind?

Pets Domain are happy to exchange a product for store credit within 14 days of purchase providing the item is in original condition and packaging, unused and have receipt provided upon return.

Clearance Lines & Gift Cards are excluded from our Refund & Change of Mind Policy.

Online Returns

If you are not satisfied with your online purchase or have received a faulty or damaged product, please contact us at online@petsdomain.com.au or 03 6705 7090.

We can then discuss with you the option of a refund or an exchange.

Refunds:

If the option of a refund is applicable, Pets Domain will process a refund back onto the card that made the original purchase.

We advise that it may take 5-10 business days for the refund to show in your account.

If you have not received a refund within this timeframe, please contact your bank.

Although we submit any refund to your bank immediately, your bank must still process the refund and apply it to your account. Processing time can vary between banks.

Please note, full refunds might appear in the form of a reversal, especially in cases where the original payment was still pending.

In the case of a reversal, the original payment is removed from your bank statement and a separate credit is not issued. (it simply appears as though the original debit was never taken).

Exchanges:

We will only exchange items if it is faulty or damaged through no fault of your own.

We may ask for the faulty or damaged item to be shipped back to us. If we ask this, we will let you know which Pets Domain store to send your item to.

In this case, you will be responsible for paying for your own shipping costs for returning your item. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Once we have received your returned item, we will send you a replacement.

Frequently Asked Questions

How long will it take for my refund to be issued?

Approximately 5-10 business days.

Although we submit any refund to your bank immediately, your bank must still process the refund and apply it to your account. Processing time can vary between banks.

Note: Refunds might appear in the form of a reversal. In the case of a reversal, the original payment is removed from your bank statement, and a separate credit is not issued.

If a partial refund is issued, and the original payment is still pending, the amount that will be deducted from your account after the pending period is completed will just be for the original payment minus the refund amount. It will not show a separate credit for the partial amount.

Please note, full refunds might appear in the form of a reversal, especially in cases where the original payment was still pending.

In the case of a reversal, the original payment is removed from your bank statement and a separate credit is not issued. (it simply appears as though the original debit was never taken).

Can I cancel my refund?

No. After we have issued a refund, it cannot be cancelled.

If the card that we have issued a refund to is expired or cancelled, your new card will be credited with the refund. In the rare case that you don’t have a new card, your bank sends the refund to your bank account.

If you have any queries about where your refund will be applied, please contact your bank.