Returns policy

We want your experience with us to be a pleasant one - which is why we like to keep things as simple as possible. If for some reason things don't go quite to plan, we have a 40 day money back guarantee which allows our dedicated customer service team to put things right again.

Please note: We cannot issue refunds unless you have first spoken to a Petz Park representative and have requested your refund, as we need to issue you with a returns number and address before you send us back any items. Without these, we will be unable to process your return and refund the cost of your item(s).

Returns Terms & Conditions

• We accept returns for up to 40 days from delivery. An item is delivered as soon as the tracking link for each order has been changed to "delivered" by the appropriate courier service.

• Items returned after 40 days may not qualify for a refund. Money back requests are assessed on a case-by-case basis. Petz Park reserves the right to decline the money back guarantee to a customer based on their transactional history on petzpark.com.au.

• The customer is responsible for the cost of an item's return, unless there was an error on our behalf. The customer has to arrange for the product to be shipped back to our office address.

• It is the customer's responsibility to obtain a tracking link when returning products. The customer must provide this to us if requested.

• A package marked "RTS" or "Return to Sender", unless there was an error on our behalf, will receive a refund for their returned goods minus a shipping fee of $13.85.

• Due to the nature of couriers, it may cost more to send an item back to us than us shipping it to you.

• A Petz Park customer service representative must be contacted to request your refund within the 40 day period before returning goods. 

• If a customer purchased shipping with their order and is seeking to return their product under our 40 day money back guarantee, they will receive a refund minus the shipping fee paid.

• If a customer received free shipping with their order and is seeking to return their products under our 40 day money back guarantee, they will receive a full refund for the following reasons: product did not work, pet did not like the taste, pet experienced a reaction.

• If a customer received free shipping with their order and is seeking to return their products under our 40 day money back guarantee, they will receive a refund minus shipping costs for any other reason.

Have You Purchased Through One of Our Retail Partners?

If you have purchased a Petz Park product from one of our retail partners and would like to return it, please return to the point of purchase for details of their return policy.

Damaged or Faulty Items

If you received a damaged shipment or product, please email photos of the damaged item to bark@petzpark.com.au. Please include your invoice number and name and we will work with you to resolve the issue.