Return and Refund Policy

Last updated: October 2025

1. Overview

 

At Pet Bond Store, we care about your experience as much as you care about your pets. We know that sometimes an item may not work out as expected, so we’ve made our return and refund process simple and transparent. This policy explains how returns, exchanges, and refunds are handled for all purchases made through our website.

2. 30-Day Return Window

You have 30 days from the date you receive your order to request a return or refund. To qualify, your item must:

• Be unused, unworn, and unwashed
• Be in its original packaging with all tags attached
• Include proof of purchase (such as an order confirmation or invoice)

Items that do not meet these requirements may not be eligible for a full refund or may receive a partial refund depending on their condition.

3. How to Request a Return or Refund

To start your return or refund request, please email our team at info@petbondstore.com within 30 days of receiving your order. Include the following information in your message:

• Your order number
• The item(s) you’d like to return or exchange
• The reason for your request
• Photos, if applicable (for damaged or defective items)

Once we receive your request, our team will respond with clear return instructions. Please wait for our confirmation before sending your item back.

Return & Refund Timeline

4. Return Shipping Costs

• If the return is due to an error on our part (defective, damaged, or incorrect item), we’ll provide a prepaid return label.
• If you’re returning an item due to change of mind, wrong size, or personal preference, the customer is responsible for the return shipping cost.

5. Return Shipping Instructions

After receiving return approval, please send the item back within 7 business days. Make sure it’s properly packed to prevent damage in transit. We recommend using a tracked shipping service and sharing the tracking number with us.

Returns must be sent to:

Pet Bond Store
33 Urquhart Court, Canning Vale WA 6155, Australia

6. Exchanges

If you’d like to exchange an item (for example, a different size or color):

• We’ll confirm product availability before approving the return.
• Return shipping costs are the customer’s responsibility, unless the item is defective or incorrect.
• Once the original item is received and inspected, we’ll issue a store credit equal to the item’s value (excluding any shipping fees).
• You can use this credit to place a new order.
• If the requested item is unavailable, your credit can be used toward any other product.

6.1 Exchange Processing Time

Once your return is received and approved, your new product will be shipped within 5 business days. Delivery times vary depending on your location, as outlined in our Shipping Policy.

7. Refund Eligibility and Process

Refunds are issued only after the returned item passes inspection and meets the return requirements listed in section 2.

Refund timeline:

• Inspection: 1–2 business days after receipt
• Approval: Confirmation sent via email
• Refund Issuance: Within 5 business days after approval
• Bank Processing Time: 2–7 business days depending on your payment provider

If 15 business days have passed since refund approval and you haven’t received your funds, please contact us at info@petbondstore.com.

8. Partial Refunds or Return Denials

Items returned used, damaged, or missing original packaging may not qualify for a full refund. Depending on the condition, we may:

• Issue a partial refund (up to 50%)
• Return the item to you without refund

Our team will notify you of this decision via email after inspecting your return.

9. Sale and Promotional Items

All sale or promotional products are eligible for return or refund under the same terms as regular items, as long as they meet the standard return conditions.

10. Non-Returnable Items

We do not accept returns or issue refunds for:

• Gift cards
• Items not in original condition or missing parts not due to our error

11. Refund Method

Refunds are always issued to the original payment method used at checkout. We do not process refunds to alternate accounts or offer cash refunds.

12. International Returns

For international customers, the same return and refund process applies. Please note:

• If the product is defective, damaged, or incorrect, we’ll assist with the return process.
• For all other cases, the customer covers return shipping costs.
• Packages should be marked as “Returned Merchandise” to avoid customs fees.
• Refund processing times may vary depending on your country and payment provider.

12.1 Taxes and Duties

Customs duties or import taxes collected by your country are not refundable by Pet Bond Store, as these fees are handled by government authorities. Refunds and store credits are based only on the product value paid at checkout.

13. Lost or Damaged Orders

If your package is lost in transit or arrives damaged, please notify us within 7 days of the expected delivery date. After verifying with the carrier, we’ll issue a replacement or a full refund according to your preference.

14. Contact Information

 

If you have any questions or concerns about returns, exchanges, or refunds, please reach out to our support team:

• Email: info@petbondstore.com
• Phone: +61 410 033 516
• Address: 33 Urquhart Court, Canning Vale WA 6155, Australia
• Business Hours: Monday – Friday, 9:00 AM – 6:00 PM