Petproductsau generally offers a 12-month warranty on all products, unless stated otherwise. Some products will be provided with extended warranty for your peace of mind. Electronics products come with a 3-month warranty. Please refer to the product listing for the warranty period.
You are required to notify petproductsau within 10 working days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process. Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.
To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.
Refund generally takes up to 2 working days to process and will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.
A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
Where refunds will not be available
You are not entitled to a replacement or refund so simply because you changed your mind, found it cheaper somewhere else, decided you did not like the purchase or if you ordered the wrong item.
As we offer an online service, it is your responsibility to ensure you check the item description and size carefully before ordering.
After placing a Custom Order, If you insist that you want a refund and are within 48 hours of placing an order, you may request one. Your 48 hour grace period for returns on custom orders comes with a 10% cancellation fee. If you cancel or change your order after 48 hours, it may incur a 30% fee based on the total invoice value.