Refund policy
When purchasing online, it needs to be safe. Here at PetWell®, we want to ensure your online experience is a positive one. We are committed to delivering the best items to our customers, however, every now and then things can go wrong. The following policy will help us resolve any such issue.
To start a return, you can contact us at enquiries@petwell.com.au. Please note that returns must be sent to the following address: PO Box 23248, Docklands, Victoria 8012. Please do not return items without prior approval from PetWell®
If you wish to return a product, please contact us within 7 days of delivery. This applies only to the products not covered by the 30-day money-back guarantee noted below.
For these purchases, you can only return the product if the packaging is intact and the product is not used or damaged. On approval from PetWell, you may return your product for exchange or store credit, less the cost of shipping. These returns are only valid for purchases made via the PetWell official online store – petwell.com.au. Please make your selections carefully. Refunds are not provided for change of mind. The customer is responsible for the cost of an item’s return unless there was an error on our behalf.
You can always contact us for any return questions at enquiries@petwell.com.au.
Damages and issues
If you received a damaged shipment or product, please email photos of the damaged item to enquiries@petwell.com.au, include your invoice number and name, and we will work with you to resolve the issue. The following will apply;
- Contact us via enquiries@petwell.com.au to obtain acceptance of a return
- We do not cover the return postage.
- We recommend using registered post so that your parcel is not lost in transit.
- All returned goods are the responsibility of the customer until they reach us.
- We will not refund or exchange any items that have been lost in transit.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at enquiries@petwell.au.
30-Day Money Back Guarantee Terms and Conditions – PetWell Supplements and Functional Treats
1. Guarantee Period: The Money Back Guarantee is valid for a period of 30 days from the date of purchase, applicable only to purchases made via the PetWell official online store – PetWell.com.au.
2. Eligibility: This guarantee applies exclusively to purchases of PetWell Supplements and Functional Treats made directly through PetWell’s official online store – PetWell.com.au.
3. Refund Process: To claim a refund under this guarantee, customers must contact PetWell Customer Support via enquiries@petwell.com.au within 30 days of the purchase date, providing proof of purchase from PetWell.com.au.
4. Refund Limitation: Customers are entitled to claim a refund under this guarantee only once for purchases made through PetWell.com.au. Subsequent refund claims for any PetWell product, even if it is a different variant or type, will not be honoured at PetWell’s discretion, unless the product is deemed to be faulty.
5. Product Return: Customers may be required to return the product, at their own expense, to a designated return address provided by PetWell Customer Support, as per instructions provided upon contacting customer support.
6. Refund Amount: Upon approval of a refund claim, PetWell will issue a refund for the purchase price of the product, excluding any shipping or handling charges.
7. Refund Method: Refunds will be issued using the original payment method used for the purchase made on PetWell.com.au.
8. Fraudulent Claims: PetWell reserves the right to refuse refund claims that are deemed to be fraudulent or in violation of these terms and conditions.
9. Changes and Discontinuation: PetWell reserves the right to modify or discontinue this Money Back Guarantee at any time without prior notice.
10. Jurisdiction: These terms and conditions shall be governed by and construed under the laws of the jurisdiction in which PetWell operates (Victoria, Australia).