Refund policy

At Peppercorn Pets, we want you and your pet to be happy with your order. We also understand that online shopping sometimes needs a little help when something is not quite right.

This Refund Policy explains how returns, refunds, replacements and exchanges work.

Nothing in this policy limits your rights under the Australian Consumer Law or any other consumer protection laws that apply to your purchase.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a remedy if a product does not meet a consumer guarantee, including where the product is faulty, unsafe, not of acceptable quality, not fit for purpose, not as described, or does not match a sample or demonstration model.

Depending on the issue, the remedy may include a repair, replacement, refund or other solution required by law.

2. Faulty, damaged or incorrect items

Please contact us as soon as possible if your item:

arrives damaged
is faulty
is not what you ordered
is missing parts
appears unsafe
is significantly different from the product description

Please email us at orders@peppercornpets.com with:

your order number
your name
a clear description of the issue
photos or video showing the problem, where possible
photos of the packaging, if the item arrived damaged

We will review the issue and let you know the next steps.

Where required by law, we will provide an appropriate remedy. This may include a refund, replacement, repair or other solution.

3. Change-of-mind returns

We may accept change-of-mind returns within 14 days of delivery, provided the item is:

unused
in original condition
in original packaging
complete with all accessories, parts, tags and manuals
not damaged, marked, chewed, washed or altered

You must contact us before returning an item. Please do not send items back without receiving return instructions.

For change-of-mind returns, you are responsible for return shipping costs unless we agree otherwise.

Original shipping fees are generally not refundable for change-of-mind returns.

4. Items that cannot usually be returned for change of mind

For hygiene, safety or practical reasons, we may not accept change-of-mind returns for:

used pet toys
chewed, scratched or marked items
bedding, mats or fabric items that have been used
grooming products that have been opened or used
feeding items that have been used
personalised or customised products
clearance or final sale items, unless required by law
items returned without all parts, accessories or packaging

This does not affect your rights if the product is faulty or otherwise fails to meet a consumer guarantee.

5. Returns process

To request a return, contact us at orders@peppercornpets.com

Please include:

order number
item name
reason for return
photos, if relevant
whether you are requesting a refund, replacement or exchange

If your return is approved, we will provide return instructions.

You are responsible for ensuring returned items are packed securely. We recommend using tracked shipping.

6. Refunds

Once we receive and inspect an approved return, we will notify you whether the refund has been approved.

Approved refunds will usually be issued to the original payment method.

Please allow time for your bank, card issuer or payment provider to process the refund.

7. Exchanges and replacements

Where available, we may offer an exchange or replacement.

If the item is faulty or incorrect, we will cover return or replacement shipping where required by law.

For change-of-mind exchanges, you may be responsible for return shipping and any price difference.

8. Order cancellations

Please contact us as soon as possible if you need to cancel an order.

Because some orders may be processed quickly by suppliers or fulfilment partners, we cannot guarantee cancellation once an order has been placed.

If the order has already been processed or shipped, you may need to follow the returns process.

9. Delayed or lost deliveries

If your order appears delayed, please contact us and we will help investigate.

Delivery estimates are estimates only and may vary by destination, customs processing, carrier delays, weather, peak periods or other circumstances outside our control.

If an item is confirmed lost, we will work with you to provide an appropriate solution.

10. Gifts

If an item was purchased as a gift, we may be able to assist with an exchange, store credit or refund to the original purchaser, depending on the circumstances.