Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Note: Please choose appropriate size and seater type of your sofa cover, we won't accept the return orders for choosing incorrect seater type and size.
To start a return, you can contact us at support@petsfriendlysupplier.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@petsfriendlysupplier.com.au.
SECTION 1 - Returns & Refunds
All conditions outlined below follow The Australian Consumer Law Consumer Rights & Guarantees.
We will always do our best to accommodate where applicable. Please read all of the information below and instructions provided on each product page to ensure you are using our products correctly and safely.
Once you have made a purchase, you have agreed to all the sections and points outlined below. If you have any questions or concerns regarding a return, please email us using our Contact form on the ‘Contact Us’ page.
Our money back guarantee policy lasts 30 days, which really is our "Risk Free - Money Back Guarantee." If you receive your item and you change your mind within those 30 days, then you are entitled to a refund.
If it’s been over 30 days and you request a refund due to a broken product, please be prepared to show us how the product arrived broken and an honest explanation as to why it took over 30 days to inform us of the faulty product. We may require that you provide us with either an image or video showing that the product was damaged and not working.
Note, based on Australian Consumer Law, there is no time limit on refunds if the item has arrived broken. But we encourage you to be honest and inform us at the earliest inconvenience.
Refunds are not applicable if 30 days go by and:
- You have received your order and have changed your mind
- The order or specific products were placed by mistake and you let us know after the 14 days
- You found the product cheaper elsewhere
- Misused the product in any way that caused the damage or against our advice
- Decided you no longer had use for it
- Knew or were made aware of the faults before purchasing the product
Please use our products with care, as they are delicate. If any products come into contact with any substances or liquids that cause damage to the product, that is no fault of our own, and you will not be eligible for a return, if this is over the 30 day period.
For refunds, we can often grant them without the need for a return, meaning we issue a refund and let you keep the product. But we still ask that the product remain in good physical condition, if we decide to return it.
If you seek a refund for a change of mind within the first 14 days, we ask that the product remain in good physical condition.
Prior to you returning your item (if we decide on this), we will require you to contact us via the contact page with your your order number to ensure we are speaking to the right person. You can visit this page through our website by clicking on the “Contact” link in the header. Please note, that contacting us via social media channels may not be the best place for a quick response and that we prefer being contacted via our website contact form.
If we request you to return your item. A return address will be provided.
If your refund request falls within our refund policy, you will have to pay for the return shipping. And refund will be processed only when we receive your return parcel.
Once a refund has been processed, then your refund will be processed and money returned will automatically be applied to your credit card or original method of payment within 5-10 business days, excluding public holidays and weekends.
If you have any questions about your refund money arriving (after it’s been processed), please firstly allow for a minimum of 5 business days after the refund has been processed to check up on it, then contact your bank and then contact us. But at a maximum, it shouldn’t arrive any longer than 10 business days, depending on the banking institution - feel free to reach out to us so we can communicate with you during this time.
SECTION 2 - Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your bank; it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us via the contact form. Please keep in mind that it usually takes approximately up to 5 business days for funds to arrive, for some customers it may take longer, just keep in communication with us so we can all be aligned together. Contacting us via the contact form is the best way to get in touch with us.
SECTION 3 - Shipping
You will cover your return shipping costs if your product is faulty and you are asked to return it, if you change your mind during the 14 days and you want a refund & we ask you to return it, on your cost of shipping. Anything out of the scope of the refund policy, listed above, in accordance with Australian Consumer Law, is at our discretion (anything past 30 days and not due to a broken product).
ENDING NOTES & RECAP
If you have any further questions, please do not hesitate to read this page again for extra clarity and to then contact us via the Contact page :)
Remember, contacting us via social media may not be the best way to get a prompt response. We do our best to respond to everyone within 24-48 hours (business hours / Mon - Fri) via email and sometimes, messages can get lost in social media. So make sure to contact us on our website, via the contact form.
Lastly, we seek to resolve all matters civilly and in a good way. If you are genuinely unhappy about something (order, product etc), please contact us to resolve things.
To learn more about our postage times, please visit our "Shipping Information" page, listed on the header & footer of our website. We look forward to doing business with you. Thank you - all of our products are shipped directly to you mostly from local Australian warehouses or sometimes from China's warehouses if the products are out of stock.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on 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. Please remember it can take some time for your bank or credit card company to process and post the refund too.