Returns and Refunds

This policy applies to products purchased through our website. It operates in addition to the consumer guarantees and other rights available under the Australian Consumer Law, which cannot be excluded, restricted or modified.

Faulty, damaged or incorrect products

Please contact us with your order number, a description of the issue and photographs where relevant. Products must be of acceptable quality, fit for any disclosed purpose and match their description. We will not direct you to the manufacturer instead of assisting with a valid claim.

Major problems

If a product has a major problem, you are entitled to choose a refund or replacement. A major problem includes where the product is unsafe, substantially unfit for its normal purpose, significantly different from its description or would not have been purchased had the problem been known.

Minor problems

For a minor problem, we may choose to repair the product, replace it or provide another appropriate remedy within a reasonable time. If we cannot do so, you may be entitled to a refund or replacement.

Proof of purchase and assessment

We may request reasonable proof of purchase and may need to inspect or receive the product before confirming the remedy. Proof can include an order confirmation, receipt or payment record.

Return costs

Where a product is confirmed to have a fault covered by the Australian Consumer Law, we will cover reasonable return costs. Please contact us before posting an item so we can provide instructions. For bulky goods with a confirmed major failure, collection or reasonable transport arrangements will be discussed.

Change of mind

Change-of-mind returns are considered case by case and are not guaranteed. Contact us before returning anything. An approved item must be unused, unopened where applicable, in its original condition and packaging, and suitable for resale. The customer is responsible for change-of-mind return postage and original delivery charges are not refundable unless required by law.

Health and hygiene products

Opened grooming, pet-care, consumable or hygiene-sensitive products cannot be returned for change of mind. This restriction does not affect rights where a product is faulty, unsafe, incorrectly described or otherwise fails a consumer guarantee.

Refunds

Approved refunds are issued to the original payment method. Financial institutions may take several business days to process the credit. If only part of an order is returned, only the applicable product price and any delivery amount required by law will be refunded.

Contact us

Contact us at hello@pamperedpetsgrooming.com.au, call (08) 6010 0801, or write to 240 Boulder Road, South Kalgoorlie WA 6430.