Refund policy

Return & Refund Policy

At That Pet Shop, we want you and your pets to be happy with every order. We know that sometimes things don’t go to plan—whether a product isn’t quite the right fit, or something arrives not as expected. Here’s how we make it easy:

Returns for Change of Mind

  • You can return items within 30 days of delivery for a store credit or exchange.

  • Returned items must be unused, in their original packaging, and in the same condition you received them.

  • We’ll need clear images of the product in its original packaging before approving the return.

  • Return shipping is at the customer’s expense for change-of-mind returns.

  • For health and safety reasons, we can’t accept returns on perishable products such as food, treats, supplements, grooming items, or custom-made orders.

Refunds (Faulty or Incorrect Items)

  • Refunds are only provided for items that are faulty, damaged, or not what you ordered.

  • Please contact us within 7 days of delivery with a photo of the issue, and we’ll arrange a refund or replacement.

  • In some cases, we may request that the item be returned before a refund or replacement is processed.

  • Shipping costs will also be refunded if the item is confirmed faulty, damaged, or incorrect.

Store Credits & Exchanges

  • Store credits are issued once your return is received and approved, and can be used immediately for your next order.

  • If you’d prefer an exchange, we’ll happily swap your item for a different size, colour, or product (subject to availability).

How to Return an Item

  1. Email us at info@thatpetshop.com.au with your order number, images of the product in its original packaging, and the reason for return.

  2. Once your return request is approved, we’ll provide you with the return address and instructions.

  3. After we receive your item, we’ll process your store credit, exchange, or refund (if applicable) quickly.

✨ Our Promise: If you’re ever unsure about sizing, product fit, or what your pet will love most, reach out before ordering—we’re always here to help and want to make sure you and your furry friends are delighted.