Returns: Refunds & Exchanges

Simply visit our returns portal below to begin your return. You will require your order number and postcode that was used when placing the order. We will only accept eligible returned item(s) that have been purchased on this website PetalandPup.com.au and booked using our returns portal.

Petal & Pup Returns Portal

AU & NZ RETURNS
Returning using our portal is quick and easy! Simply, follow the steps below:

1. Make sure your return is eligible and follows our Return Policy.
   
   
2. Head to our returns portal above
   
   
3. Eligible returns items are to be sent back within 30 days from the date of delivery and can be returned for
   refund, store credit or exchanged for another item.
   
   
4. Follow the prompts on our portal to complete your return request. A return shipping & processing fee of $9.95 is applied to returns for refund. If a customer chooses to ship back their return with their own shipping method, the $9.95 fee will not be waived.
   
   
5. Package up your return items and attach your return label to the outside of the packaging. *If you are an international customer located outside Australia or New Zealand, please send the items back with your chosen carrier.
   
   
6. Except as provided in the Return Policy, return shipping is at your cost unless the item is defective or was shipped in error. This includes postage, carrier fees, and any customs charges incurred in returning the item.
   
   
7. At this time, multiple orders can not be combined in a single return.
   
   
8. Drop off your return at your local Australia or New Zealand Post or if outside these areas, from your chosen carrier to the address listed in the portal. We recommend using a tracked shipping service, as we cannot accept responsibility for items lost or damaged in return transit. Be sure it is scanned in transit once received and obtain a receipt for proof of lodgement.
   
   
9. Once your return is received at our warehouse, it can take 3 to 6 business days for your return to be processed. Return processing may up take up to 10 business days if your returned products are is received with damages, faults, is missing an item in your the return, or does not adhere to our return policy.
   
   
10. UK and EU customers: You have the right to cancel your order within 14 days of receiving the goods. If you exercise this right, you are responsible for the cost of returning the goods to us. We will refund the product price and the standard outbound delivery cost within 14 days of receiving the returned goods or proof of return postage.
    
    

*Please note: Except as required by law, original shipping costs are non- refundable, and we do not currently provide return labels for international returns, with the exception of returns being shipped back from outside Australia or New Zealand.